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ManagerFull-time
Salary Range
$58,752 - $79,488 /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. This is a full-time position based in Ireland, requiring substantial experience in customer service and team management.
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
- →Collaborate with Capacity Planning & WFP on setting minimum headcount and ensuring adequate coverage
- →Drive performance at the team manager, regional, and service level
- →Build and nurture an engaged and diverse team
- →Support strategic initiatives within Delivery and your service as needed
Requirements
- ✓8+ 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
- ✓Strong communication skills to collaborate with different stakeholders and manage sensitive cases
- ✓Organized and resourceful; able to juggle and multi-task
- ✓In-depth understanding of customer service operations and processes
- ✓Strategic thinking and problem-solving abilities
- ✓Exceptional coaching skills, with high EQ
- ✓Cultural competency and a strong commitment to fostering diversity and inclusion
- ✓Proficiency in various data analysis and reporting tools
Benefits
- ★Competitive salary range of €90,000—€115,000 EUR
- ★Bonus opportunities
- ★Equity
- ★Comprehensive benefits
- ★Employee Travel Credits
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