Regional Operations Manager, Premium Support

About the role

Airbnb is looking for a dedicated Regional Operations Manager to lead Premium Support teams in Ireland. You will be responsible for delivering exceptional customer service while coaching and developing a multi‑layered team of managers and agents.

Key responsibilities

• Oversee operational performance for 4‑8 people‑managers and their 8‑15 support agents each.
• Manage complex, sensitive, or urgent issues that could impact brand reputation, acting as the highest escalation point.
• Conduct regular one‑on‑one meetings with direct reports, providing behavior‑based coaching and creating performance development plans.
• Develop and enforce best‑practice guidelines, ensuring documented ways of working are followed.
• Maintain appropriate staffing levels, coordinate onboarding and ongoing training for all team members.
• Guide agents through cases involving internal stakeholders and, when necessary, handle high‑touch cases directly.
• Collaborate with Capacity Planning & Workforce Planning on headcount, coverage, and contingency planning.
• Drive performance metrics at the manager, regional, and service levels while holding team members accountable to clear goals.

Required profile

• Significant experience in customer‑service operations and team management.
• Strong coaching ability and a track record of uplifting team performance.
• Excellent organizational skills with the capacity to balance real‑time and planned work.
• Adaptable, proactive, resourceful, and able to maintain professionalism under pressure.
• Commitment to confidentiality and high standards of service.

Required skills