Partner Operations Manager

Job description

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 Community you will join Airbnb's Community Support (CS) Delivery team is dedicated to providing world-class support experiences for our global community of hosts and guests. Delivery works hand-in-hand with a network of partners and services around the world, ensuring every interaction reflects Airbnb's commitment to quality, trust and care. We're looking for a driven operations professional to help lead this partner network and elevate the performance of the services that keep our community supported every day. This role will be a part of the Airbnb Capability Center (ACC). The difference you will make: The CS Partner Operations Manager supports the global Delivery function by driving partner and service performance. This role is accountable for the performance of assigned partners and/or services, and acts as an expert in operationalizing and driving business process outsourcing (BPO) — potentially across multiple partners and services at once. This person will balance daily operational needs with longer-term performance improvement, in a fast-paced environment where organization, stakeholder management and performance analysis must be best-in-class. Success in this role requires flexibility, resourcefulness, efficiency, and a high level of professionalism and confidentiality. A Typical Day: • Own the holistic performance of a partner, service, or language • Enable and oversee a strong operational environment for partners and services, ensuring high-quality support for the community: • Set partners/services up for success in delivering exceptional support • Prioritize high-impact focus areas in line with company strategy • Partner with core internal functions (Quality, Workforce Planning, Training) to translate performance insights into action • Act as the single point of contact, representing the partner/service across Delivery and CS • Present and report on performance and progress to leadership across Delivery and CS • Hold partners accountable for delivering against Airbnb's goals • Own end-to-end operationalization and adoption of new initiatives, projects, and changes affecting the partner, service, or language • Ensure alignment with Global CS Delivery: • Contribute performance narrative into global delivery business reviews for senior leadership • Collaborate with peer Regional Operations Managers to ensure consistency and scalability across Global Delivery • Support and drive strategic initiatives within Delivery and the relevant service: • Identify and lead continuous improvement opportunities — both tactical and strategic • Gather feedback and serve as the voice of the community and partners to optimize performance and processes • Collaborate with regional market and local business operations teams as needed • Partner with BPI, PMO, and Product on the launch of initiatives and changes, mitigating risk along the way Your Expertise: • Min 8-16 years of progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment • Demonstrable success driving improved performance as a partner or Regional Operations Manager • Experience deploying resources to manage real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses • Experience in data analysis and reporting to identify performance trends, plus developing and implementing performance management standards • Proven ability to translate big-picture goals and strategy into concrete, implementable actions for partners • Exceptional partner and stakeholder management, with deep understanding of BPO at scale • Strong performance management skills — setting clear goals, expectations, and success metrics • Data-driven decision-making with strong root cause analysis skills • Strong communication and storytelling skills to influence leadership and cross-functional stakeholders, staying calm under pressure • Highly organized and resourceful, with strong attention to detail and follow-through even in ambiguous situations • Strategic thinking and problem-solving at scale • Proficiency with data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.) • Ability to work weekends and be on-call as required • Ability to travel across Europe, APAC and North America when required 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. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work e