Description
The Partner Operations Manager is a key role in supporting the global Delivery function by driving partner and service performance. The successful candidate will be accountable for the performance of their partners and service, and will be an expert in operationalising and driving business process outsourcing.
Key Responsibilities:
- 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
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
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Ireland Annual Pay Range€96.000-€120.000 EUR