[Hiring] Partner Operations Manager @Airbnb

Role Description

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.

The Difference You will Make

• Balance day-to-day operations while driving stronger performance at partners in a fast-paced environment.
• Demonstrate best-in-class organization skills, stakeholder management, and performance analysis & management.
• Be flexible, proactive, resourceful, efficient, and maintain a high level of professionalism and confidentiality.

A Typical Day

• Accountable and responsible for the holistic performance of a partner or service or language.
• Enable and oversee a strong operational environment for partners and services, ensuring high-quality support for the community.
• Set up partners/services for success to deliver exceptional quality support to the community.
• Prioritize high-impact focus areas with partners/services in line with company strategy.
• Work with core internal functions such as Quality, Workforce planning, and Training to understand insights on performance.
• Act as a single point of contact, representing partners/services across Delivery and CS.
• Present and report on performance and progress to leadership across Delivery and CS.
• Hold partners accountable for the delivery of Airbnb goals.
• Own end-to-end operationalization and successful adoption of new initiatives, projects, and changes impacting partners/services.
• Ensure alignment with Global CS Delivery.
• Input collectively with other ROMs to Sr Management and into global delivery business reviews.
• Collaborate with peers to ensure consistency and scalability in Global Delivery.
• Support and drive strategic initiatives within Delivery and services.
• Identify and drive partner and service level continuous improvement opportunities.
• Collect feedback and be the voice of the community and partners to improve performance and optimize processes.
• Collaborate with regional market needs and provide support to market managers and local business operations.
• Collaborate with internal functions such as BPI, PMO, and Product on the launch of initiatives and projects.

Qualifications

• A minimum of 8 years of progressive experience in a customer service or operations role.
• 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 managing real-time crisis situations and decision-making authority for losses.
• Experience in data analysis and reporting to identify performance trends.
• Ability to translate big picture goals and strategy into implementable actions for partners.
• Ability to work weekend days and on-call as required.
• Able to travel in Europe, APAC, and NA when required.

Requirements

• 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 with attention to detail.
• Strategic thinking and problem-solving abilities at scale.
• Strong proficiency in various data analysis and reporting tools (tableau, salesforce, SQL, Excel, Google Sheets, etc.).

Benefits

• Base pay range: €96,000 — €120,000 EUR.
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions. All qualified individuals are encouraged to apply.