Airbnb6 дней назад
Regional Operations Manager, Premium Support
Зарплата не указана
РЫНОК
50 000 ₽медиана по профессии
IT Support / Helpdesk · 7 вакансий с указанной зарплатой
6 250половина предложений: 27 093–50 00065 000
Работодатель не указал зарплату — сравните с рынком сами.
Canada
Обязанности
- 01Oversee a strong operational environment for teams and ensure high-quality support for the community.
- 02Manage team execution of complex, sensitive, and/or urgent issues, acting as the highest escalation point for case consults and high-level escalations.
- 03Meet with direct reports regularly to review work and provide behavior-based coaching; create performance development strategies/plans.
- 04Provide best‑practice guidelines for handling cases and ensure ways of working are documented and followed.
- 05Ensure appropriate staffing levels and that staff complete onboarding and ongoing trainings.
- 06Guide teams on internal stakeholder cases to proper closure and, when needed, support in‑the‑weeds case handling.
- 07Collaborate with Capacity Planning & WFP on headcount, coverage, contingency planning, and advocate staffing needs.
- 08Drive performance at team‑manager, regional, and service levels.
- 09Hold individual team members accountable to performance goals via clear expectations, follow‑ups, and tailored coaching.
- 10Manage team‑manager and regional performance: identify trends, provide corrective actions, give feedback, write year‑end reviews and improvement plans.
- 11Set and articulate quarterly vision and focus; deliver it through all‑hands meetings.
- 12Build and nurture an engaged, diverse team; own end‑to‑end people strategy (hiring, onboarding, talent development, engagement/wellness).
- 13Enable team and individual professional success through goal‑setting, feedback, one‑on‑ones, and coaching.
- 14Support team professional development by finding/create opportunities and leveraging company resources.
- 15Maintain day‑to‑day management duties: time‑off approvals, team and one‑on‑one meetings, talent‑related issues.
- 16Foster a culture of openness, transparency, and accountability.
- 17Demonstrate leadership on Diversity & Belonging, Allyship, Ethics, Compliance, and service standards.
- 18Support strategic initiatives within Delivery and service as needed.
- 19Lead team through company‑wide strategic changes by cascading updates, communicating new requirements, and providing feedback.
- 20Contribute to internal Delivery performance & operations improvement projects with Delivery Excellence and cross‑functional partners.
- 21Continuously evaluate procedures, collect team feedback, and identify opportunities to improve performance and optimize processes.
Требования
- 01Hospitable, analytical, and committed to delivering the highest standards of service through coaching and up‑leveling the team.
- 02Substantial experience in customer service and team management (operational leadership role).
- 038+ years of progressive experience in a customer service or operations role.
- 045 years of experience directly managing staff and the employee lifecycle, ideally managing other managers.
- 05Demonstrated experience driving improved team performance as a manager.
- 06Experience deploying resources to manage real‑time crisis situations, including high‑severity/sensitivity cases and decision‑making authority for losses.
- 07Experience in data analysis and reporting to identify performance trends and develop insights.
Условия
- 01Full‑time position
- 02Based in Canada
- 03Remote eligible