Partner Operations Manager

🕒 June 18

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• 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