We are looking for a strong Regional Operations Manager who will be responsible for Partner performance for Resolutions with the NA region. Resolutions include some of our most complex customer issues that often require mediation involving Airbnb.

This is a senior position where candidates are expected to have proven experience of leading large operational teams to deliver world-class support. The role requires a high level of emotional intelligence and interpersonal skills given the need to lead a large team, intervene on escalations and explain root causes behind operational challenges and opportunities.

Customer service performance for the Resolutions within NA ultimately rests with the Regional Operations Manager who is accountable for the experience customers in that region have in interacting with our large population of Support Ambassadors. The role will also be responsible for managing performance across a number of important segments including Super Hosts, Pro Hosts and many others.

Given the fast paced and complex nature of the business we are looking for someone who is adaptable and used to working in a matrix environment. With a unique and world-renowned culture this is a leadership role that will be expected to lead from the front on issues including diversity and inclusion. The ideal candidate will also believe in our mission and ideally be a regular user of our Platform.

The role reports to the Regional Director and will have direct line manager responsibility for internal Leads and below them a large population of Support Ambassadors. From time to time the role will also interact with senior leadership across the company. 

Responsibilities

• Leading a team to deliver against a set of pre-defined output targets including Net Promoter Score.
• Ensure Partners understand the service delivery expectations and targets
• Collaborate with a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support a region’s performance results
• Work closely with Partner teams to ensure compliance standards are maintained and goals are met
• Provide qualitative feedback from the community on common challenges and opportunities 
• Explain in detail the different levels of performance across segments with ability to clearly articulate the root causes behind these differences
• Ensuring adherence to coaching across the regional Partner teams
• Ensure escalations are handled appropriately by providing support and counsel
• Work closely with Partner Optimization to ensure sufficient headcount for the service within the region
• Maintain a culture of openness, transparency and accountability allowing your team to deliver their best work while being themselves 
• Ensure the team is aware of, has access to and utilizes wellness benefits available to them provided by the company 
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company

Qualifications, Skills and Competencies

• 8+ years of progressively responsible leadership experience in customer service operations (BPO preferred, 10+ years captive accepted).
• Deep functional knowledge or previous experience in the service area that will be managed i.e. mediation, customer conflict resolution, cancellations
• Experience driving B2B relationships and leading outside teams to exceed goals
• Excellent communication skills, fluent in English
• Able to travel in Europe, APAC and NA when required - up to 50% travel time
• Communication - Be an effective communicator able to translate complex strategic and operational challenges / opportunities improving accessibility and understanding
• Leadership development - Coach direct reports to become “Ultimate Hosts” as leaders for their own direct reports.
• Inspiring Teams - Champion Airbnb’s Mission of “Belong Anywhere” to help teams understand how their work contributes to end goals.  Work with direct reports to create team cohesion and fulfillment. 
• Strategic Thinking and Analytical Skills - Ability to look at each problem or data set from different angles to find innovative and/or simple solutions.
• Entrepreneurial Spirit - Ability to take what is available and build with it.  It’s not a problem, it’s a challenge. 
• Financial Prowess - Be a Cereal Entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and understanding and interpreting forecasts.
• Simplify - Able to see through complexity to find the best path forward.

The starting base pay for this role is between $106,000 and $132,000. The actual base pay is dependent upon many factors, such as: education, experience, and skills. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.