Partner Operations Manager

Responsibilities

• Accountable for the holistic performance of a partner, service, or language
• Oversee a strong operational environment to ensure high quality support for the community
• Prioritize high impact focus areas in line with company strategy
• Act as a single point of contact representing partners across Delivery and CS
• Present and report performance and progress to leadership
• Hold partners accountable for the delivery of Airbnb goals
• Own the operationalization and adoption of new initiatives and projects
• Identify continuous improvement opportunities to enhance tactical and strategic performance
• Collaborate with internal functions like Quality, Workforce Planning, and Product to mitigate risks

Requirements

• Minimum 8 years of experience in customer service or operations
• 5+ years in partner management or a BPO environment
• Fluency in English and one of the following: Spanish, German, French, or Italian
• Experience in data analysis and reporting to identify performance trends
• Experience managing real-time crisis situations and high-severity cases
• Ability to work weekend days and participate in on-call rotations
• Ability to travel in Europe, APAC, and NA when required
• Proficiency in Tableau, Salesforce, SQL, Excel, or Google Sheets

About the Company

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.