Job Description:
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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.
Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
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The Difference You Will Make:
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We are looking for an outcomes-driven, collaborative, and effective performance manager who knows how to build and drive virtual teams of Outsourced Customer Service partners, Airbnb service designers, and shared services service-domain experts.
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Key Responsibilities:
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As a Partner Regional Operations Manager, you will use innovative and scalable performance management processes to own the service delivery performance metrics that our partners produce in a specific region or market, serving two or fewer CS services. Your key responsibilities include delivering on KPI management and continuous improvement, region- or specific market-level performance storytelling, product and process insights discovery, and collaborating with your Partner Relationship Manager colleagues and shared services virtual teams to maintain a robust, well-documented, and effective performance review and improvement program with the CS partners in your market or region.
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A Typical Day:
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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.
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Required Skills and Qualifications:
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To succeed in this role, you will need to have 5+ years of progressively responsible leadership experience in Customer Service operations (BPO preferred, 8+ years captive accepted). You should also have at least 12+ years of total working experience, a 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, excellent communication skills, verbal and written, and the ability to travel in Europe, APAC, and NA when required.
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Benefits:
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We offer a dynamic work environment where you can grow your career and contribute to shaping the future of travel. Our benefits package includes competitive compensation, comprehensive health insurance, paid time off, and professional development opportunities.
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Commitment to Inclusion and Belonging:
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Airbnb is committed to working with the broadest talent pool possible and fostering an inclusive culture where everyone feels welcome and valued. We believe diverse ideas foster innovation and engagement, and we encourage all qualified individuals to apply.