Airbnb is a community based on connection and belonging.
Regional Operations Manager, Premium Support
Location
Ireland
Posted
2 days ago
Salary
€96K - €120K / year
Seniority
Lead
Job Description
Regional Operations Manager, Premium Support
Airbnb
• 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 stakeholders • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s). • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed. • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings. • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling. • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work • Drive performance at the team manager, regional, and service level • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way • Manage both team manager and regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings • Share input and recommendations about service target setting. • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director • Build and nurture an engaged and diverse team • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team. • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company • Support strategic initiatives within Delivery and your service as needed • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community
Job Requirements
- 8+ years of progressive experience in a customer service or an operations role, with 5 years in a role directly managing staff & the employee lifecycle, ideally managing other managers
- Demonstrable experience in driving improved performance of teams as a manager
- Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
- Ability to work weekend days, holidays, and on-call required.
Benefits
- bonus
- equity
- benefits
- Employee Travel Credits
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Head of Infrastructure
LM IT Services AGFull-service provider in the range of training, consulting, digital transformation, development & event management.
Role Description - Übernimmst die fachliche und strategische Verantwortung für den Bereich Infrastructure und entwickelst diesen kontinuierlich weiter – mit Fokus auf Innovation und Geschäftsentwicklung. - Berätst unsere Kunden bei der Konzeption, Migration und Optimierung von Cloud-Lösungen auf Basis von Microsoft Azure, agierst dabei als technischer Ansprechpartner und bist verantwortlich für die Planung und Durchführung von Cloud-Migrationen. - Entwirfst und implementierst skalierbare, hochverfügbare und sichere Azure-Architekturen. - Übernimmst den Betrieb, die Überwachung und die kontinuierliche Optimierung von Azure Services. - Automatisierst Deployments und Infrastruktur mithilfe von Infrastructure-as-Code und CI/CD-Pipelines. - Stellst die Einhaltung von Security-, Compliance- und Governance-Vorgaben sicher. - Vermittelst dein Fachwissen in technischen Schulungen und Workshops an unsere Kunden und sorgst intern für einen nachhaltigen Wissenstransfer. - Führst und entwickelst unser Infrastructure Team, unterstützt im PreSales und arbeitest eng mit anderen Expert*innen aus verschiedenen Microsoft-Bereichen zusammen. Qualifications - Studium im Bereich IT oder mit IT-Schwerpunkt absolviert oder Ausbildung in der IT abgeschlossen - oder Know-how auf anderem Weg angeeignet. - Nachweisbare langjährige Praxiserfahrung als Azure Consultant (m/w/d). - Fundierte Kenntnisse in Azure Core Services sowie in den Bereichen Networking, Identity & Access Management und Security. - Erfahrung mit DevOps-Methoden sowie der Automatisierung von Deployments und Infrastrukturen. - Beherrschung des Umgangs mit PowerShell und der Azure CLI zur Administration und Automatisierung von Azure-Umgebungen. - Relevante Erfahrung in der Leitung von Projekten und Teams sowie ein gutes Gespür für Teamdynamik und -motivation. - Kommunikativ, souverän auf Entscheider-Ebene und eigenständig sowie kundenorientiert. - Fließende Deutsch- und sehr gute Englischkenntnisse. Benefits - Echter Teamgeist statt Ellenbogenmentalität – wir leben Zusammenarbeit auf Augenhöhe, ehrlich und unterstützend. - Team-Events, die verbinden – vom Sommerfest bis zur Weihnachtsfeier, von Teamevents bis Online-Gaming. - Flexible Arbeitszeiten, die zu deinem Leben passen – du gestaltest deinen Arbeitstag nach deinem Rhythmus. - Offene Kommunikation & flache Hierarchien – kurze Entscheidungswege, ehrliches Feedback und echte Mitgestaltungsmöglichkeiten. - Mitgliedschaft im Fitnessverbund – bleib in Bewegung und fördere deine Gesundheit. - BusinessBike – nachhaltige Mobilität auf zwei Rädern, ob E-Bike oder klassisches Fahrrad. - Gesunde, frische Verpflegung direkt vor Ort – unsere Kantine versorgt dich mit ausgewogener Küche, frisch gekocht. - After-Work in unserer eigenen Bar – ob Feierabendbier, Teammeeting oder Austausch abseits des Schreibtischs. - Kostenlose Getränke – Wasser, Softdrinks, Tee, richtig guter Kaffee und mehr stehen immer bereit. - Spannende internationale Kunden & Projekte – du übernimmst Verantwortung in Projekten mit internationalen Kunden. - Internationales Arbeitsumfeld mit Perspektiven – arbeite mit Menschen aus verschiedenen Kulturen und entwickle dich stetig weiter.
