Regional Operations Manager, Premium Support — Lead Airbnb's #1 Support Teams (Canada, Remote-Eligible)
The Community
Airbnb has grown from two hosts in San Francisco to 5+ million hosts welcoming over 2 billion guest arrivals worldwide. Every day, hosts offer unique stays and experiences that connect people with communities in a more authentic way.
The Role
Airbnb's Premium Support organization is looking for a Regional Operations Manager who is hospitable, analytical, and committed to the highest standards of service. You'll coach and up-level teams that directly support the Airbnb community — this is an operational leadership role with real people impact.
What You'll Do
- Oversee one or more internal customer service operations
- Lead a structure of roughly 4-8 people managers, each managing teams of 8-15 support agents
- Drive service quality through coaching, metrics, and continuous improvement
- Use data and analytics to make decisions that improve both guest experience and team performance
Who Fits
You bring substantial customer service and team management experience, strong analytical instincts, and genuine hospitality. You're the kind of leader who raises the bar for everyone around you — and you love developing people.
Why Airbnb
A full-time role based in Canada and remote-eligible, with the chance to shape how the world's leading travel community is supported — at a company where belonging is the whole point.
🚀 Ready to Apply?
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