Airbnb · 2 weeks ago
Manager Safety Regional Operations
United States
Full-time
Remote
Senior Level, Lead/Staff
$140K/yr - $175K/yr
8+ years expAirbnb is a global platform that connects hosts and guests for unique stays and experiences. They are seeking a Manager of Safety Regional Operations to provide exceptional customer service management, oversee teams, and ensure high-quality support for the community. The role involves coaching team members, managing performance, and supporting strategic initiatives within the service.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
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 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
Qualification
Required
8+ years of progressive experience in a trauma informed customer service organization or an operations role, with 5 years in a role directly managing staff & the employee lifecycle
Demonstrable experience in driving improved performance of teams as a manager
Deep expertise in the management of highly sensitive and complex crisis case situations
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
Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
Background in the delivery of trauma informed care with a specialization in trauma and crisis management
Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
In-depth understanding of customer service operations and processes; able to translate that to your team
Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
Ability to cascade with context and lead your team through changes
Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
Cultural competency and a 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.)
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-20
2026-01-17
Company data provided by crunchbase