Partner Operations Manager

About this role

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><strong>The Community you will join</strong></p> <p>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).</p> <p><strong>The difference you will make:</strong></p> <p>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.</p> <p>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.</p> <p><strong>A Typical Day:</strong></p> <ul> <li>Own the holistic performance of a partner, service, or language</li> <li>Enable and oversee a strong operational environment for partners and services, ensuring high-quality support for the community:</li> <ul> <li>Set partners/services up for success in delivering exceptional support</li> <li>Prioritize high-impact focus areas in line with company strategy</li> <li>Partner with core internal functions (Quality, Workforce Planning, Training) to translate performance insights into action</li> <li>Act as the single point of contact, representing the partner/service across Delivery and CS</li> <li>Present and report on performance and progress to leadership across Delivery and CS</li> <li>Hold partners accountable for delivering against Airbnb's goals</li> <li>Own end-to-end operationalization and adoption of new initiatives, projects, and changes affecting the partner, service, or language</li> </ul> <li>Ensure alignment with Global CS Delivery:</li> <ul> <li>Contribute performance narrative into global delivery business reviews for senior leadership</li> <li>Collaborate with peer Regional Operations Managers to ensure consistency and scalability across Global Delivery</li> </ul> <li>Support and drive strategic initiatives within Delivery and the relevant service:</li> <ul> <li>Identify and lead continuous improvement opportunities — both tactical and strategic</li> <li>Gather feedback and serve as the voice of the community and partners to optimize performance and processes</li> <li>Collaborate with regional market and local business operations teams as needed</li> <li>Partner with BPI, PMO, and Product on the launch of initiatives and changes, mitigating risk along the way</li> </ul> </ul> <p><strong>Your Expertise:</strong></p> <ul> <li>Min 8-16 years of progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment</li> <li>Demonstrable success driving improved performance as a partner or Regional Operations Manager</li> <li>Experience deploying resources to manage real-time crisis situations, including high-severity/sensitivity cases and decision-making authority for losses</li> <li>Experience in data analysis and reporting to identify performance trends, plus developing and implementing performance management standards</li> <li>Proven ability to translate big-picture goals and strategy into concrete, implementable actions for partners</li> <li>Exceptional partner and stakeholder management, with deep understanding of BPO at scale</li> <li>Strong performance management skills — setting clear goals, expectations, and success metrics</li> <li>Data-driven decision-making with strong root cause analysis skills</li> <li>Strong communication and storytelling skills to influence leadership and cross-functional stakeholders, staying calm under pressure</li> <li>Highly organized and resourceful, with strong attention to detail and follow-through even in ambiguous situations</li> <li>Strategic thinking and problem-solving at scale</li> <li>Proficiency with data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)</li> <li>Ability to work weekends and be on-call as required</li> <li>Ability to travel across Europe, APAC and North America when required</li> </ul> <p> </p> <p><strong>Our Commitment To Inclusion & Belonging</strong></p> <p>Airbnb is committed…