Manager, Partner Regional Operations

Summary

Join Airbnb as a Partner Regional Operations Manager and lead virtual teams of outsourced customer service partners, service designers, and shared services experts. You will be responsible for managing service delivery performance metrics, driving continuous improvement, and creating performance review programs. A typical day involves conducting business reviews, leveraging virtual teams, developing partner relationships, collaborating with other managers, and capturing feedback. You will also evaluate new processes and provide support to market managers. This role requires significant experience in customer service operations, strong leadership skills, and excellent communication abilities. The position is US-remote eligible with occasional office work and approximately 30% travel.

Requirements

• 5+ years of progressively responsible leadership experience in Customer Service operations (BPO preferred, 8+ years captive accepted)
• At least 12+ years of total working experience
• Master’s or Bachelor's degree in a relevant field of study
• A proven track record of managing performance across a matrixed organization
• Deep functional knowledge in the tiers of service that will be managed, and how they interact
• Experience driving B2B relationships and leading outside teams to exceed goals
• Effective and creative, performance and results-driven storyteller with strong analytical skills and the ability to clarify and prioritize using data
• Excellent communication skills, verbal and written
• Able to travel in Europe, APAC and India when required; expected travel will be around 30% of the time
• Works well in ambiguity and embraces the adventure!

Responsibilities

• Act as Airbnb’s single point of contact for all other matters related to the Partner performance results, including representing the Global English network along with the Senior Delivery Manager to different functions within Airbnb
• Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the CS partners
• Leverage a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support partner’s performance results in servicing specific services
• Develop and incubate relationships with partners’ Operations Managers and Directors, managing and driving their performance through influence, communication skills, and co-solving problems and action plans
• Work collaboratively with other Regional Operations Managers in achieving and exceeding the desired global performance results of specific service tiers, as designed by our Tier Service Managers, and which are tailored for the Airbnb Businesses that CS supports
• Work collaboratively with your Senior Manager to input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation
• Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal stakeholders
• Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks
• As needed, collaborate with and understand the needs of your local market and provide support to market managers and local business operations
• Participate in projects outside of the scope of your department, as assigned by your manager

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits