Regional Operations Manager, Premium Support

About the Company

Airbnb began in 2007 when two hosts opened their San Francisco home to three guests. Since then, the platform has expanded to more than 5 million hosts and over 2 billion guest arrivals across nearly every country. The company’s mission is to help people connect with communities through distinctive stays and experiences.

Role Overview

Airbnb is looking for a committed and energetic Regional Operations Manager to lead customer service operations for the community. This is a full-time, Ireland-based role for someone who brings hospitality, strong analytical thinking, and a focus on elevating team performance through coaching and operational leadership.

The role sits within internal customer support services and demands significant experience in service management and people leadership. The position involves overseeing several people managers, each responsible for their own support teams, while balancing planned work with fast-moving operational needs. The right candidate will be calm under pressure, highly organized, proactive, and able to maintain professionalism and confidentiality in a dynamic environment.

What You Will Do

• Maintain a well-run support operation for your teams and help ensure the community receives a consistently high standard of service.
• Take ownership of complex, urgent, or sensitive cases that could affect the brand or community, including serving as the top escalation contact for consults and stakeholder escalations.
• Hold regular check-ins with direct reports, review performance, and provide behavior-based coaching while building structured development plans for the service.
• Set clear case-handling guidelines, document the team’s operating approach, and make sure those processes are followed.
• Ensure staffing levels remain appropriate and that employees complete onboarding and ongoing learning programs.
• Support internal stakeholder cases through to resolution and, in uncommon situations, step in with hands-on case support.
• Partner with Capacity Planning and workforce planning teams to determine headcount needs, cover changes in demand, and advocate for staffing requirements.
• Drive accountability for goals at the team-manager, regional, and service level through clear expectations, follow-up, and coaching.
• Assess team and regional performance, spot trends, recommend corrective actions, and contribute to reviews, improvement plans, and year-end evaluations.
• Define and communicate quarterly priorities and service direction, including through all-hands style meetings.
• Contribute to service target setting and provide visibility into performance trends for leadership.
• Lead end-to-end people strategy for the team, including hiring, onboarding, talent development, engagement, wellness, and morale.
• Support ongoing professional growth through feedback, one-on-ones, coaching, and development opportunities.
• Handle routine management responsibilities such as time-off approvals, meetings, and talent-related issues.
• Promote a culture of transparency, accountability, openness, and inclusion while encouraging strong service standards.
• Support Diversity & Belonging, allyship, ethics, compliance, and high service expectations.
• Help execute strategic changes and service initiatives by sharing updates, communicating new requirements, and gathering team feedback.
• Assist with internal delivery performance and operations improvement projects alongside cross-functional partners.
• Continuously review processes, gather feedback, and identify ways to improve performance and simplify operations.

Experience and Qualifications

• 8+ years of progressive experience in customer service or operations, including 5 years directly managing employees and the employee lifecycle, ideally with experience managing other managers.
• Proven success in improving team performance as a manager.
• Hands-on experience allocating resources during real-time crisis situations, including high-severity and high-sensitivity cases, and making decisions involving losses.
• Strong ability to analyze data and create reports to identify performance trends, along with experience building and applying performance management standards.
• Experience turning business strategy into practical actions, operational goals, and team targets.
• Availability to work weekends, holidays, and on-call shifts is required.

Skills Needed

• Leadership and people management
• Team coaching and performance development
• Customer service operations
• Conflict resolution
• Stakeholder communication
• Data analysis and reporting
• Strategic planning
• Process improvement
• Resource and capacity planning
• Change management
• Attention to detail
• Diversity and inclusion leadership

Compensation and Benefits

The annual base pay range for this role in Ireland is EUR 96,000 to EUR 120,000. Compensation is annualized and may change based on training, transferable skills, work history, business needs, and market conditions. The role may also be eligible for a bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Equal Opportunity

Airbnb states that it is committed to attracting the broadest possible talent pool and values diverse perspectives as a source of innovation and engagement. All qualified candidates are encouraged to apply.

Working Pattern

This is a full-time onsite position in Ireland. Weekend days, holidays, and on-call availability are required.