Partner Operations Manager at Airbnb

Airbnb

São Paulo, Brazil·13h ago

ManagerFull-time

Salary Range

$22,848 - $30,912 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The CS Partner Operations Manager will support the global Delivery function by driving partner and service performance. This role is accountable for the performance of partners and services, and requires expertise in operationalizing and driving business process outsourcing.

Key Responsibilities

→Drive accountability with outsourced partners to deliver performance improvements, operational excellence, and high-quality customer support
→Prioritize high impact focus areas with partners/services in line with company strategy
→Actively work with internal functions such as Quality, Workforce planning, and Training to understand performance insights and take action
→Present and report on performance and progress to leadership across Delivery and CS
→Own end-to-end operationalization and successful adoption of new initiatives, projects, and changes
→Ensure alignment with Global CS Delivery
→Collaborate with peers to ensure consistency and scalability in Global Delivery
→Identify and drive partner and service level continuous improvement opportunities
→Collect feedback and be the voice of the community and partners to improve performance and optimize processes
→Collaborate with regional market teams and local business operations as required
→Work with internal functions such as BPI, PMO, and Product on the launch of initiatives, projects, and changes

Requirements

✓8+ years of progressive experience in customer service or operations with 5+ years in partner management, BPO environment
✓Demonstrable experience in driving improved performance as a partner/Regional Operations manager
✓Experience in deploying resources to manage real-time crisis situations, including high severity/sensitivity cases
✓Experience in data analysis and reporting to identify performance trends and implement performance management standards
✓Demonstrable experience translating big picture goals and strategy into implementable actions for partners
✓Ability to work weekend days and on-call
✓Able to travel in Europe, APAC, and NA when required
✓Exceptional partner and stakeholder management skills
✓Exceptional performance management at scale
✓Strong data-driven decision making with root cause analysis
✓Strong communication, data-driven storytelling, and influencing skills
✓Organized, structured, and resourceful with attention to detail
✓Strategic thinking and problem-solving abilities at scale
✓Strong proficiency in data analysis and reporting tools