Regional Operations Manager, Premium Support

Airbnb · Canadamid

En corto

▸Liderazgo operativo de equipos de soporte premium en Airbnb, gestionando 4-8 gerentes de equipo.
▸Day-to-day: supervisión de casos críticos, coaching a gerentes, planificación de personal y gestión de rendimiento.
▸Destacado: es el punto final de escalación para problemas sensibles que afectan la marca o la comunidad.

Fluent English required for all internal communication and stakeholder collaboration.

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

¿Qué piden?

✓Experiencia comprobada en gestión de equipos de servicio al cliente.
✓Habilidades avanzadas de coaching y desarrollo de personas.
✓Capacidad para manejar casos urgentes y de alto riesgo.
✓Experiencia en planificación de recursos y gestión de staffing.
✓Habilidad para analizar datos y mejorar el rendimiento del equipo.
✓Inglés fluido (escrito y hablado) para comunicación profesional.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

Airbnb internal toolsCustomer Service platformsPerformance tracking systemsCapacity PlanningWorkforce Planning (WFP)Case management systemsInternal stakeholder collaboraTraining and onboarding systemReporting and analytics toolsTeam management software

¿A quién escribirle en Airbnb?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Regional Operations Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and up-leveling their team. This is a full time position based in Canada - Remote Eligible. The Difference You Will Make: The Regional Operations Manager supports one or more internal CS services. The Regional Operations Manager is an operational leadership role that requires substantial experience in customer service and team management. Regional Operations Managers oversee teams of approximately 4-8 people managers who each manage teams of 8-15 support agents. ROMs should have the ability to guide and uplevel their team members, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. A Typical Day: Oversee a strong operational environment for your teams and ensure high quality support for the community from your team • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling. • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work 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 by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both team manager and regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans

No apliques sin prepararte

Investigamos quién te entrevista, adaptamos tu CV y te ensayamos en vivo — gratis la primera.