Regional Operations Manager - Premium Customer Support

About Us

Founded in 2007, Airbnb has grown into a global community connecting over 5 million hosts with guests across nearly every country worldwide, facilitating more than 2 billion guest arrivals. Our platform allows guests to enjoy distinctive stays and experiences while connecting authentically with local communities.

Role Overview

We are searching for a committed and passionate Regional Operations Manager to lead exceptional customer service management within our Airbnb community. This full-time position is located in Ireland and demands strong leadership, analytical skills, and a dedication to elevating team performance through effective coaching.

Daily Responsibilities

• Oversee operations for one or more internal Customer Service teams, guiding 4-8 managers who each supervise 8-15 agents.
• Manage complex, sensitive, or urgent cases impacting Airbnb's brand or community, acting as the final escalation point for issues.
• Conduct regular one-on-one meetings with direct reports to review performance and provide tailored, behavior-based coaching and development plans.
• Establish and enforce best practices and documented workflows for case handling within the team.
• Ensure teams are adequately staffed and complete necessary onboarding and ongoing training.
• Collaborate with Capacity Planning and Workforce Planning to maintain appropriate headcount and contingency plans.
• Drive performance management through setting clear expectations, monitoring progress, delivering feedback, and managing improvement strategies including year-end reviews.
• Articulate and implement quarterly visions and objectives through team meetings and communication channels.
• Analyze service performance trends and report insights to the Delivery Director.
• Lead end-to-end people strategies encompassing hiring, onboarding, talent development, team morale, and wellness.
• Promote an environment of openness, accountability, inclusion, and ethical leadership including Diversity & Belonging initiatives.
• Lead teams in adapting to strategic changes, supporting Delivery performance projects, and continuously evaluating and improving operational procedures.

Qualifications & Expertise

• Over 8 years of progressive experience in customer service or operations, with at least 5 years managing staff including managers.
• Strong record of improving team performance and managing crisis situations involving high severity cases.
• Proficient in data analysis and reporting tools to identify trends and support performance standards (e.g., Tableau, SQL, Excel, Google Sheets).
• Exceptional leadership capabilities, skilled in conflict resolution, feedback delivery, and personnel management.
• Excellent communication, organizational skills, multitasking ability, and attention to detail under pressure.
• Demonstrated strategic thinking and problem-solving skills to enhance operations and guide teams through change.
• High emotional intelligence with tailored coaching techniques to suit individual team members.
• Strong commitment to fostering diversity, equity, and inclusion within teams.
• Flexible to work weekends, holidays, and on-call as required.

Additional Information

This role offers a competitive salary range of €96,000 to €120,000 annually, subject to experience, skills, and company factors. Opportunities for bonuses, equity, benefits, and employee travel credits are also available. Airbnb embraces diversity and inclusion and encourages all qualified candidates to apply.