Responsable des opérations régionales, Support Premium

We are seeking a dedicated and enthusiastic person to ensure exceptional user support management for the Airbnb community as a Manager. The ideal person is welcoming, analytical, and determined to ensure optimal service by supervising and motivating their team. The Manager handles one or more internal user support services and must provide operational leadership requiring solid experience in user support and team management.

• Provide a solid operational environment for your teams and ensure high-quality support for all members of your team.
• Manage the team in resolving complex, sensitive, or urgent problems that could pose a significant risk to our brand or users, being the highest escalation point for case consultations and high-level escalations from other stakeholders.
• Meet regularly with direct reports to review their work and provide high-quality coaching based on behavioral coaching, and create a performance development strategy/plan for your service(s).
• Instruct your team on recommended practices for case handling and situations, and ensure work methods are documented and followed.
• Ensure the team is always composed of competent people, and that onboarding and ongoing training are followed.
• Collaborate with capacity management and workforce forecasting to define minimum staffing, ensure adequate staffing, determine impacts of changes on contingency planning, and advocate staffing needs based on workload.
• Drive performance of ambassadors, team, and service. Ensure team members can report achieved performance goals fairly and equitably by setting clear expectations, individual follow-up, and constructive coaching.
• Manage ambassador and team performance, including identifying performance trends, proposing corrective actions and positive overall feedback, and writing year-end reports and improvement plans.
• Define and communicate quarterly objectives through team meetings. Provide feedback and recommendations on service objective setting.
• Oversee overall service performance and provide trends and a global description to the service director.
• Build and maintain an engaged and diverse team. Manage end-to-end staffing strategies and operations within your ambassador team to foster a sustainable and high-performing work environment, including hiring, onboarding, talent development, motivation, and employee well-being.
• Support the professional development of the team by finding and creating development opportunities and leveraging company-wide resources.
• Stay current with daily management tasks such as time-off approvals, team meetings, one-on-ones, and talent management.
• Foster a culture of openness and transparency, encouraging accountability and helping teams give their best while preserving their individuality.
• Demonstrate strong leadership on important issues like diversity and acceptance, solidarity, ethics, compliance, and maintaining high service quality.
• Support strategic initiatives for services and within your service. Help the team achieve goals and adapt to strategic changes by communicating updates, new requirements, and providing feedback.
• Support internal projects to improve operations and service performance, collaborating with the service excellence team and interdisciplinary partners.
• Critically evaluate our procedures, gather team feedback to identify opportunities for performance improvement and process optimization at team, service, and user levels.

• At least 10 years of progressive experience in user support or operations, including 5 years in a direct people management role and employee lifecycle.
• Proven experience in improving team performance as a supervisor.
• Experience deploying resources to manage real-time crisis situations, including high-severity/sensitivity case management and decision-making authority for losses.
• Experience in data analysis and reporting to identify performance trends, and developing and implementing performance management standards.
• Experience translating global strategies and objectives into concrete, actionable actions for your teams, creating operational or functional objectives or performance goals.
• Ability to work weekends, holidays, and on call.
• Exceptional leadership and team management skills.
• Conflict management, giving and receiving feedback, and handling employee/talent issues.
• Strong communication skills to collaborate with various stakeholders and manage sensitive cases while remaining calm under pressure.
• Organization and resourcefulness. Ability to multitask with attention to detail and follow through even in ambiguous situations.
• Deep understanding of user support operations and processes. Ability to transfer knowledge to your team.
• Strategic thinking and problem-solving to evaluate procedures and identify improvement opportunities.
• Adaptability to context and leading your team through changes.
• Exceptional coaching skills, high emotional intelligence, and ability to adapt feedback and communication style to the needs of those being coached or mentored.
• Cultural competence and strong commitment to fostering diversity and inclusion within the team.
• Proficiency in various data analysis and reporting tools to track performance trends (Tableau, SQL, Excel, Google Sheets, etc.).