Tech Stack

Description

You will drive partner and service performance, ensure high-quality support for the Airbnb community, and manage multiple outsourced partners. You will own performance against key metrics, drive improvements, and collaborate cross-functionally to operationalize new initiatives.

Requirements

• 8+ years progressive experience in customer service or operations role
• 5+ years in partner management, BPO environment
• Demonstrable experience in driving improved performance as partner/Regional Operations manager
• Experience in deploying resources to manage real-time crisis situations
• Experience in data analysis and reporting
• Demonstrable experience translating strategy into actionable plans
• Ability to work weekend days and on-call
• Able to travel in Europe, APAC and NA

Responsibilities

• Accountable for holistic performance of a partner or service or language
• Enable and oversee strong operational environment for partners and services
• Own partner performance against key service metrics
• Drive accountability with outsourced partners
• Prioritise high impact focus areas with partner/service
• Actively work with core internal functions
• Act as single point of contact for partner/service across Delivery and CS
• Present report up on performance progress to leadership
• Own end to end operationalization of new initiatives
• Ensure alignment with Global CS Delivery
• Collaborate with peers for consistency scalability
• Identify and drive continuous improvement opportunities
• Collect feedback and be voice of community and partners
• Collaborate with regional market and local business operations
• Collaborate with internal functions on initiatives