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:
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:
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.
**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 your partners and services and ensure high quality support for the community from your partners
**Ensure alignment with Global CS Delivery **
Support and drive strategic initiatives within Delivery and your service
Your Expertise:
- 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, 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
- 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
Your skills & expertise
- Exceptional partner and stakeholder management - In depth understanding of business process outsourcing at scale, holding partners accountable for their performance and prioritizing the high impact areas
- Exceptional performance management at scale - setting clear goals, expectations and actions while continuously driving success metrics
- Strong data driven decision making with root cause analysis - ability to understand the data to derive to objective decisions
- Strong communication, data driven storytelling and influencing skills - to present to leadership and collaborate with different stakeholders and manage time sensitive situations, while remaining calm and poised under pressure
- Organized, structured and resourceful - able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- Strategic thinking and problem-solving abilities at scale - to evaluate procedures and identify opportunities for improvement
- Strong proficiency in various data analysis and reporting tools to track performance trends (tableau, salesforce, SQL, Excel, Google Sheets, etc.)
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 experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Ireland Annual Pay Range
€96.000—€120.000 EUR