Regional Operations Manager, Premium Support
New
A
AirbnbCustomer Service
Canada - Remote Eligible. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan.Full-TimeManager
Salary$115,000 — $144,000 CAD
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Job Details
- Experience
- 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
- Required Skills
- SQLData AnalysisOperations ManagementTableauMicrosoft ExcelCustomer serviceGoogle Sheets
Requirements
- 8+ years of progressive experience in a customer service or operations role.
- 5+ years of direct experience managing staff and the employee lifecycle, ideally managing other managers.
- Proven experience driving team performance and developing performance management standards.
- Experience in data analysis and reporting to identify performance trends.
- Demonstrated ability to translate high-level strategy into concrete operational actions.
- Proficiency in data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.
- Strong leadership skills with ability to manage conflict, handle sensitive cases, and provide tailored coaching.
- Ability to work weekends, holidays, and on-call shifts as required.
- Strong organizational skills with ability to balance real-time and planned work.
Responsibilities
- Ensure high-quality support and maintain a strong operational environment for teams.
- Manage execution of complex, sensitive, or urgent issues and serve as the highest escalation point.
- Conduct regular coaching sessions and create performance development strategies for service teams.
- Collaborate with Capacity Planning and WFP to optimize staffing levels against volume.
- Set and articulate quarterly visions and performance goals for the region.
- Manage end-to-end people strategy including hiring, onboarding, talent development, and team engagement.
- Evaluate procedures and implement improvements to optimize service and performance.
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