Partner Operations Manager

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The CS Partner Operations Manager is supporting the global Delivery function by driving partner and service performance. They are accountable for the performance of their partners and service, and are an expert in operationalising and driving business process outsourcing. The CS Partner Operations Manager can be responsible for multiple partners and services.

• Set up for success your partner/service to deliver exceptional quality support to our community
• Prioritise high impact focus areas with your partner/service in line with the company strategy
• Actively work with core internal functions such as Quality, Workforce planning, Training to understand insights on performance and based on them, action within your partner/service
• Act as a single point of contact, representing your partner/service across Delivery and CS
• Present & report up on performance & progress to leadership across Delivery and CS
• Hold partners accountable for the delivery of Airbnb goals
• Own end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language
• Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership
• Collaborate with your peers to ensure consistency & scalability in Global Delivery
• Identify and drive partner and service level continuous improvement opportunities that enhance performance
• Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
• Collaborate with internal function such as BPI, PMO, Product on the launch of initiatives, projects and changes to bring improvements to your partner or service and mitigate potential risks

• A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
• Fluent in English and either Spanish, German, French or Italian
• Demonstrable experience in driving improved performance as a partner/Regional Operations manager
• Experience in the deployment of resources to manage real-time crisis situations
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
• Ability to work weekend days and on-call required
• Able to travel in Europe, APAC and NA when required
• Exceptional partner and stakeholder management
• Exceptional performance management at scale
• Strong data driven decision making with root cause analysis
• Strong communication, data driven storytelling and influencing skills
• Organized, structured and resourceful
• Strategic thinking and problem-solving abilities at scale
• Strong proficiency in various data analysis and reporting tools to track performance trends