Responsable des opérations régionales, Support Premium

We are seeking a dedicated and enthusiastic Regional Operations Manager to oversee exceptional user support provided to the Airbnb community. The ideal candidate is welcoming, analytical, and determined to provide optimal service by guiding and motivating their team.

Responsibilities:

• Provide a solid operational environment for your team and ensure high-quality assistance for all team members.
• Manage the team in resolving complex, delicate, or urgent problems that could pose significant risks to our brand or users.
• Regularly meet with direct reports to review their work and provide high-quality coaching and guidance.
• Develop and implement strategies to improve team performance and achieve goals.
• Foster a culture of openness and transparency, encouraging each team member to take ownership and provide feedback.
• Support strategic initiatives for operations and services within your team.

Requirements:

• At least 10 years of progressive experience in user support or operations, including 5 years in a direct management role.
• Proven experience in improving team performance as a supervisor.
• Experience in deploying resources to manage crisis situations in real-time.
• Strong leadership and team management skills, with excellent communication and conflict resolution abilities.
• Ability to work weekends, holidays, and on demand.

Nice to Have:

• Experience with data analysis and reporting tools (Tableau, SQL, Excel, Google Sheets, etc.).
• Familiarity with diversity and inclusion principles.

What We Offer:

• Competitive salary: $115,000 - $144,000 CAD per year.
• Bonus, equity, benefits, and Employee Travel Credits may be available.