Regional Operations Manager, Premium Support

Airbnb
Canada
Workplace: RemoteFull timeCAD 115,000 - 144,000 annuallyFunction: Business OperationsExperience: 8+ yearsSkills: ["Leadership","Coaching","Communication","Organizational skills","Strategic thinking"]

Lead premium customer service operations for Airbnb’s community in Canada, ensuring high-quality support and operational excellence. You’ll manage teams of managers and support agents, handle complex escalations, drive performance, and coach leaders with behavior-based feedback. Partner with capacity planning and WFP to manage staffing, coverage, and crisis response, while translating service targets and strategy into actionable plans. Build an engaged, diverse team and oversee people strategy and execution.

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FursaFursa
Airbnb
Airbnb
6 hours ago

Regional Operations Manager, Premium Support

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead premium customer service operations for Airbnb’s community in Canada, ensuring high-quality support and operational excellence. You’ll manage teams of managers and support agents, handle complex escalations, drive performance, and coach leaders with behavior-based feedback. Partner with capacity planning and WFP to manage staffing, coverage, and crisis response, while translating service targets and strategy into actionable plans. Build an engaged, diverse team and oversee people strategy and execution.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Oversee a strong operational environment and ensure high-quality community support from your teams.
  • •Manage execution of complex, sensitive, and urgent issues, including acting as the highest escalation point for case consults and high-level escalations.
  • •Meet with direct reports regularly to review work and deliver behavior-based coaching, including creating performance development plans.
  • •Ensure appropriate staffing, onboarding, and ongoing trainings; collaborate on capacity planning and contingency planning for coverage changes.
  • •Drive people strategy end-to-end within the team, including hiring, onboarding, talent development, engagement/wellness/morale, and accountability to performance goals.

Pay and Benefits

Salary: CAD 115,000 - 144,000 annually

Key Requirements

  • •8+ years of progressive experience in customer service or operations, with 5 years managing staff and the employee lifecycle, ideally managing other managers.
  • •Demonstrated experience improving team performance as a manager.
  • •Experience deploying resources to manage real-time crisis situations and high-severity cases with decision-making authority.
  • •Experience in data analysis and reporting to identify performance trends and develop performance management standards.
  • •Ability to work weekend days, holidays, and be on-call as required.
Experience:8+ years
Skills:LeadershipCoachingCommunicationOrganizational skillsStrategic thinking
Languages:English
Tech Stack:TableauSQLExcelGoogle Sheets

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn