Partner Operations Manager

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:

We are seeking a dedicated and enthusiastic candidate to provide exceptional customer service management to the Airbnb community as a Partner Operations Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through partner and service management. This is a full time position based in Canada.

The Difference You Will Make:

The Partner Operations Manager is supporting the global Delivery function by driving partner and service performance. They are accountable for the performance of their partners and service, and are an expert in operationalising and driving business process outsourcing. The Partner Operations Manager can be responsible for multiple partners and services.

They are expected to balance the day to day while driving stronger performance at partners in a fast-paced environment. Their organization skills, stakeholder management as well as performance analysis & management must be best-in-class. They need to be flexible, proactive, resourceful, efficient and demonstrate a high level of professionalism and confidentiality.

A Typical Day:

• Accountable and responsible for the holistic performance of a partner or service or language
• Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners
• 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 Community Support
• Present & report up on performance & progress to leadership across Delivery and Community Support
• 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
• Ensure alignment with Global Community Support Delivery
• Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership
• Collaborate with your peers to ensure consistency & scalability in Global Delivery
• Support and drive strategic initiatives within Delivery and your service
• Identify and drive partner and service level continuous improvement opportunities that enhance performance, both day to day tactical and strategic forward looking
• Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
• As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations
• Collaborate with internal function such as BPI, PMO, Product on the launch of initiatives, projects and changes to bring improvements to your partner or service and mitigate potential risks

Your Expertise:

• 10+ years of progressive experience in customer service or operations, with a focus on partner management/BPO environments
• Proven ability to drive improved partner performance and deliver measurable results
• Skilled in data analysis and reporting to identify trends, set standards, and implement performance management strategies
• Adept at surfacing opportunities, converting them to solutions and executing the actions to drive meaningful impact
• Adept at translating strategic goals into actionable plans for partners and wider global network
• Exceptional at partner and stakeholder management, with the ability to influence and drive accountability
• Strong at setting clear goals, expectations, and actions to drive performance metrics at scale
• Effective communicator with data-driven storytelling and influencing skills, able to present to leadership and manage high-pressure, time-sensitive situations
• Highly organized, structured, and resourceful, with the ability to multi-task and maintain attention to detail in ambiguous environments
• Strategic thinker with strong problem-solving skills, able to evaluate and improve business processes at scale
• Proficient in performance tracking tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets
• Ability to travel up to 30% of the time

Your Location:This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.