Partner Operations Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Responsible for the comprehensive performance of a partner, service, or language.

• Foster and maintain a robust operational environment for your partners and services, ensuring outstanding support for the community.

• Prepare your partner/service for success in delivering exceptional quality support to our community.

• Focus on high-impact areas with your partner/service in alignment with the company's strategic goals.

• Collaborate with key internal functions such as Quality, Workforce Planning, and Training to gather insights on performance and take action accordingly within your partner/service.

• Serve as the primary point of contact, representing your partner/service within Delivery and Customer Service.

• Present and report on performance and progress to leadership across Delivery and Customer Service.

• Hold partners accountable for achieving Airbnb's objectives.

• Take ownership of the end-to-end operationalization and successful implementation of new initiatives, projects, and changes that affect your partner, service, or language.

• Contribute collectively with other Regional Operations Managers to senior management and global delivery business reviews, providing a comprehensive performance narrative to leadership.

• Collaborate with peers to ensure consistency and scalability in Global Delivery.

• Identify and promote continuous improvement opportunities at both partner and service levels that optimize performance, addressing both immediate tactical needs and long-term strategic goals.

• Gather feedback and act as the voice of our community and partners to enhance performance and streamline processes for the partner, service, and global community.

• Work together with internal functions such as BPI, PMO, and Product on launching initiatives, projects, and changes to improve your partner or service while mitigating potential risks.

⛳️ Requirements

• At least 8 years of progressive experience in customer service or operations, with over 5 years in partner management within a BPO environment.

• Proficiency in English and one of the following languages: Spanish, German, French, or Italian.

• Proven track record of enhancing performance as a partner/Regional Operations Manager.

• Experience in resource deployment to handle real-time crisis situations, including managing high severity/sensitivity cases and having decision-making authority regarding losses.

• Proficient in data analysis and reporting to identify performance trends, along with developing and implementing performance management standards.

• Demonstrated ability to translate overarching goals and strategies into actionable and tangible steps for your partners.

• Flexibility to work on weekends and be on-call as necessary.

• Willingness to travel within Europe, APAC, and North America when required.

🏝️ Benefits

• Bonuses

• Equity

• Employee Travel Credits