# Regional Operations Manager, Premium Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Customer Success
**Salary:** CA$115k – CA$144k/yr
**Experience:** 8+ years
**Skills:** Customer Service Operations, People Management, Performance Management, Crisis Management, Data Analysis, Tableau, SQL, Excel, Google Sheets, Coaching, Workforce Planning, Capacity Planning
**Posted:** 2026-08-07

> Leads regional customer support operations in Canada, managing people managers, escalations, staffing, performance, and strategic improvements. Requires 8+ years in customer service or operations, including substantial direct people-management experience and strong data analysis and coaching skills.

## Job Description

## Responsibilities

- Oversee a strong operational environment and ensure high-quality support for the community.
- Manage complex, sensitive, and urgent issues, including serving as the highest escalation point for case consults and high-level escalations.
- Meet regularly with direct reports to review work and provide behavior-based coaching.
- Create performance development strategies and plans for services.
- Establish best-practice guidelines, document ways of working, and ensure they are followed.
- Ensure appropriate staffing, onboarding, and ongoing training.
- Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs.
- Drive performance at the team-manager, regional, and service levels.
- Set expectations, provide coaching, identify performance trends, deliver corrective actions, and write year-end reviews and improvement plans.
- Set and communicate quarterly vision and priorities through all-hands meetings.
- Provide oversight of service performance and contribute to trend reporting.
- Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale.
- Support professional development through feedback, one-on-ones, coaching, and development opportunities.
- Manage time-off approvals, meetings, and Talent-related issues.
- Promote openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance.
- Lead strategic changes and operational improvement projects with cross-functional partners.
- Evaluate procedures, collect feedback, and optimize processes.

## Requirements

- 8+ years of progressive experience in customer service or operations.
- 5 years of experience directly managing staff and the employee lifecycle, ideally including managing managers.
- Demonstrated success improving team performance.
- Experience deploying resources during real-time crises and managing high-severity or sensitive cases.
- Experience analyzing data and reporting performance trends.
- Experience developing and implementing performance-management standards.
- Ability to translate strategy into concrete team actions and operational targets.
- Availability to work weekend days, holidays, and on-call shifts.
- Exceptional leadership, coaching, communication, organization, and problem-solving skills.
- Strong understanding of customer service operations and processes.
- Cultural competency and commitment to diversity and inclusion.
- Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.

## Compensation

- Salary range: CAD 115,000–144,000 annually.

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