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.
The Community you will join
Airbnb's Community Support (CS) Delivery team is dedicated to providing world-class support experiences for our global community of hosts and guests. Delivery works hand-in-hand with a network of partners and services around the world, ensuring every interaction reflects Airbnb's commitment to quality, trust and care. We're looking for a driven operations professional to help lead this partner network and elevate the performance of the services that keep our community supported every day. This role will be a part of the Airbnb Capability Center (ACC).
The difference you will make:
The CS Partner Operations Manager supports the global Delivery function by driving partner and service performance. This role is accountable for the performance of assigned partners and/or services, and acts as an expert in operationalizing and driving business process outsourcing (BPO) — potentially across multiple partners and services at once.
This person will balance daily operational needs with longer-term performance improvement, in a fast-paced environment where organization, stakeholder management and performance analysis must be best-in-class. Success in this role requires flexibility, resourcefulness, efficiency, and a high level of professionalism and confidentiality.
A Typical Day:
Own the holistic performance of a partner, service, or language
Enable and oversee a strong operational environment for partners and services, ensuring high-quality support for the community:
Set partners/services up for success in delivering exceptional support
Prioritize high-impact focus areas in line with company strategy
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Partner with core internal functions (Quality, Workforce Planning, Training) to translate performance insights into action
Act as the single point of contact, representing the partner/service across Delivery and CS
Present and report on performance and progress to leadership across Delivery and CS
Hold partners accountable for delivering against Airbnb's goals
Own end-to-end operationalization and adoption of new initiatives, projects, and changes affecting the partner, service, or language
Ensure alignment with Global CS Delivery:
Contribute performance narrative into global delivery business reviews for senior leadership
Collaborate with peer Regional Operations Managers to ensure consistency and scalability across Global Delivery
Support and drive strategic initiatives within Delivery and the relevant service:
Identify and lead continuous improvement opportunities — both tactical and strategic
Gather feedback and serve as the voice of the community and partners to optimize performance and processes
Collaborate with regional market and local business operations teams as needed
Partner with BPI, PMO, and Product on the launch of initiatives and changes, mitigating risk along the way
Your Expertise:
Min 8-16 years of progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment
Demonstrable success driving improved performance as a partner or Regional Operations Manager
Experience deploying resources to manage real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses
Experience in data analysis and reporting to identify performance trends, plus developing and implementing performance management standards
Proven ability to translate big-picture goals and strategy into concrete, implementable actions for partners
Exceptional partner and stakeholder management, with deep understanding of BPO at scale
Data-driven decision-making with strong root cause analysis skills
Strong communication and storytelling skills to influence leadership and cross-functional stakeholders, staying calm under pressure
Highly organized and resourceful, with strong attention to detail and follow-through even in ambiguous situations
Strategic thinking and problem-solving at scale
Proficiency with data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)
Ability to work weekends and be on-call as required
Ability to travel across Europe, APAC and North America 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 inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
India Annual Pay Range
₹3,430,000—₹4,900,000 INR
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