# Regional Operations Manager, Premium Support

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Unspecified
**Role:** Customer Support
**Salary:** CA$115k – CA$144k/yr
**Experience:** 10+ years
**Skills:** Customer Support, Operations Management, People Management, Performance Management, Workforce Planning, Capacity Planning, Data Analysis, Reporting, Crisis Management, Escalation Management, Coaching, Talent Development, Process Improvement, Quality Management, Employee Lifecycle Management
**Posted:** 2026-08-07

> Leads premium customer-support operations, managing teams of approximately 10–15 ambassadors, complex escalations, staffing, performance, and employee development. Requires 10+ years in user support or operations and 5+ years of direct people management.

## Job Description

## Responsibilities

- Provide strong operational leadership for user support teams and ensure high-quality assistance.
- Lead teams of approximately 10–15 ambassadors, including coaching, motivation, performance management, and employee development.
- Resolve complex, sensitive, or urgent issues that may pose significant risk to the brand or users, serving as the highest escalation point for case-related consultations and high-level escalations.
- Meet regularly with direct reports, provide behavioral coaching, and create performance-development strategies and plans.
- Establish recommended case-handling practices, document operating methods, and ensure adherence.
- Ensure appropriate staffing, onboarding, and ongoing training.
- Coordinate with capacity planning and workforce planning teams to define minimum staffing, maintain coverage, assess contingency-planning impacts, and recommend staffing needs based on workload.
- Set clear performance expectations, conduct individual follow-ups, provide constructive feedback, identify performance trends, recommend corrective actions, and prepare year-end reviews and improvement plans.
- Define and communicate quarterly objectives through team meetings and provide recommendations on service-level goal setting.
- Monitor overall service performance and communicate trends and service-level updates to the Director of Services.
- Manage end-to-end staffing and team operations, including hiring, onboarding, talent development, employee motivation, well-being, leave approvals, team meetings, and one-on-ones.
- Foster an open, transparent, accountable, diverse, ethical, compliant, and high-quality service culture.
- Translate company and strategic changes into actionable team guidance and feedback.
- Support operational and service-performance improvement projects with service-excellence and cross-functional partners.
- Continuously evaluate procedures and use team feedback to identify performance-improvement and process-optimization opportunities.
- Be available to work weekends, holidays, and other variable schedules as required.

## Requirements

- At least 10 years of progressive experience in user support or operations.
- At least 5 years of direct people-management and employee-lifecycle experience.
- Proven experience improving team performance as a people manager.
- Experience deploying resources during real-time crises, including handling high-severity or sensitive cases and making loss-related decisions.
- Experience analyzing data and producing reports to identify performance trends.
- Experience developing and implementing performance-management standards.
- Experience translating global strategies and objectives into concrete, actionable team goals and operational or performance objectives.
- Strong leadership, organizational, analytical, communication, adaptability, professionalism, and confidentiality skills.

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