Partner Operations Manager

Role Overview

• 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 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, 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
• 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

Requirements

• 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

Benefits

• Health insurance
• Bonuses
• Employee Travel Credits