Regional Operations Manager

Responsibilities

• Oversee operational environments and ensure high-quality support for the community
• Manage execution of complex, sensitive, and urgent issues as the highest escalation point
• Provide behavior-based coaching and performance development strategies for direct reports
• Collaborate with Capacity Planning to ensure adequate staffing and coverage
• Drive performance at the team manager, regional, and service levels
• Own end-to-end people strategy including hiring, onboarding, and talent development
• Lead the execution of strategic changes and optimize operational processes

Requirements

• 8+ years of progressive experience in customer service or operations
• 5 years of experience managing staff and the employee lifecycle, ideally managing other managers
• Proven experience in driving improved team performance
• Experience managing real-time crisis situations and high-severity cases
• Experience in data analysis and reporting to identify performance trends
• Ability to work weekend days, holidays, and on-call as required
• Proficiency in data tools such as Tableau, SQL, Excel, or Google Sheets

Preferred Qualifications

• Exceptional leadership and coaching skills with high EQ
• Strong strategic thinking and problem-solving abilities
• Ability to lead teams through organizational changes with context
• Commitment to fostering diversity, inclusion, and cultural competency

About the Company

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.