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ManagerFull-time
Salary Range
$83,232 - $112,608 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a dedicated and enthusiastic Regional Operations Manager to provide exceptional Customer Service management to the Airbnb community. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team.
Key Responsibilities
- →Oversee a strong operational environment for your teams and ensure high quality support for the community
- →Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community
- →Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching
- →Provide best practices guidelines to your team on how to handle cases and situations
- →Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings
- →Drive performance at the team manager, regional, and service level
- →Ensure individual team members are held accountable to performance goals in a fair and equitable manner
- →Manage both team manager and regional performance, including identifying trends in performance
- →Build and nurture an engaged and diverse team
- →Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment
- →Support strategic initiatives within Delivery and your service as needed
Requirements
- ✓10+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
- ✓Demonstrable experience in driving improved performance of teams as a manager
- ✓Experience in the deployment of resources to manage real-time crisis situations
- ✓Experience in data analysis and reporting to identify performance trends
- ✓Experience translating big picture goals and strategy into implementable and concrete actions for your teams
- ✓Exceptional leadership and team management skills to manage a team of professionals
- ✓Strong communication skills to collaborate with different stakeholders and manage sensitive cases
- ✓Business Level of English, both written & spoken is required
- ✓Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- ✓In-depth understanding of customer service operations and processes
- ✓Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
- ✓Ability to cascade with context and lead your team through changes
- ✓Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
- ✓Cultural competency and a strong commitment to fostering diversity and inclusion within the team
- ✓Proficiency in various data analysis and reporting tools to track performance trends
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