Regional Operations Manager, Premium Support

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. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Regional Operations Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in Ireland.

The Difference You will Make

The Regional Operations Manager supports one or more internal CS services. The Regional Operations Manager is an operational leadership role that requires substantial experience in customer service and team management. Regional Operations Managers oversee teams of approximately 4-8 people managers who each manage teams of 8-15 support agents. ROMs should have the ability to guide and uplevel their team members, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day

Oversee a strong operational environment for your teams and ensure high quality support for the community from your team

Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakehol