Top Benefits
Paid volunteer time
Health food and snacks
Generous parental and family leave
About the role
Who you are
- The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through partner and service management
- 10+ years of progressive experience in customer service or operations, with a focus on partner management/BPO environments
- Proven ability to drive improved partner performance and deliver measurable results
- Skilled in data analysis and reporting to identify trends, set standards, and implement performance management strategies
- Adept at surfacing opportunities, converting them to solutions and executing the actions to drive meaningful impact
- Adept at translating strategic goals into actionable plans for partners and wider global network
- Exceptional at partner and stakeholder management, with the ability to influence and drive accountability
- Strong at setting clear goals, expectations, and actions to drive performance metrics at scale
- Effective communicator with data-driven storytelling and influencing skills, able to present to leadership and manage high-pressure, time-sensitive situations
- Highly organized, structured, and resourceful, with the ability to multi-task and maintain attention to detail in ambiguous environments
- Strategic thinker with strong problem-solving skills, able to evaluate and improve business processes at scale
- Proficient in performance tracking tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets
What the job involves
- We are seeking a dedicated and enthusiastic candidate to provide exceptional customer service management to the Airbnb community as a Partner Operations Manager
- The 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 Partner Operations Manager can be responsible for multiple partners and services
- They are expected to balance the day to day while driving stronger performance at partners in a fast-paced environment
- Their organization skills, stakeholder management as well as performance analysis & management must be best-in-class
- They need to be flexible, proactive, resourceful, efficient and demonstrate a high level of professionalism and confidentiality
- Accountable and responsible for the holistic performance of a partner or service or language
- Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners
- 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 Community Support
- Present & report up on performance & progress to leadership across Delivery and Community Support
- 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, both day to day tactical and strategic forward looking
- Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
- As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations
- 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
Benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Top Benefits
Paid volunteer time
Health food and snacks
Generous parental and family leave
About the role
Who you are
- The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through partner and service management
- 10+ years of progressive experience in customer service or operations, with a focus on partner management/BPO environments
- Proven ability to drive improved partner performance and deliver measurable results
- Skilled in data analysis and reporting to identify trends, set standards, and implement performance management strategies
- Adept at surfacing opportunities, converting them to solutions and executing the actions to drive meaningful impact
- Adept at translating strategic goals into actionable plans for partners and wider global network
- Exceptional at partner and stakeholder management, with the ability to influence and drive accountability
- Strong at setting clear goals, expectations, and actions to drive performance metrics at scale
- Effective communicator with data-driven storytelling and influencing skills, able to present to leadership and manage high-pressure, time-sensitive situations
- Highly organized, structured, and resourceful, with the ability to multi-task and maintain attention to detail in ambiguous environments
- Strategic thinker with strong problem-solving skills, able to evaluate and improve business processes at scale
- Proficient in performance tracking tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets
What the job involves
- We are seeking a dedicated and enthusiastic candidate to provide exceptional customer service management to the Airbnb community as a Partner Operations Manager
- The 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 Partner Operations Manager can be responsible for multiple partners and services
- They are expected to balance the day to day while driving stronger performance at partners in a fast-paced environment
- Their organization skills, stakeholder management as well as performance analysis & management must be best-in-class
- They need to be flexible, proactive, resourceful, efficient and demonstrate a high level of professionalism and confidentiality
- Accountable and responsible for the holistic performance of a partner or service or language
- Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners
- 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 Community Support
- Present & report up on performance & progress to leadership across Delivery and Community Support
- 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, both day to day tactical and strategic forward looking
- Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
- As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations
- 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
Benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit