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:
The CS 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 operationalizing and driving business process outsourcing. The CS Partner Operations Manager can be responsible for multiple partners and services.
The Difference You will Make:
You 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
- Own partner performance against key service metrics including customer satisfaction, quality, productivity, and operational efficiency.
- Drive accountability with outsourced partners to deliver performance improvements, operational excellence and high-quality customer support.
- 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 CS
- Present & report up on performance & progress to leadership across Delivery and CS
- 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 CS 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
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- 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:
- 8+ years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
- Demonstrable experience in driving improved performance as a partner/Regional Operations manager
- Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
- Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
- Ability to work weekend days and on-call required
- Able to travel in Europe, APAC and NA when required
Your Skills:
- Exceptional partner and stakeholder management - In depth understanding of business process outsourcing at scale, holding partners accountable for their performance and prioritizing the high impact areas
- Exceptional performance management at scale - setting clear goals, expectations and actions while continuously driving success metrics
- Strong data driven decision making with root cause analysis - ability to understand the data to derive to objective decisions
- Strong communication, data driven storytelling and influencing skills - to present to leadership and collaborate with different stakeholders and manage time sensitive situations, while remaining calm and poised under pressure
- Organized, structured and resourceful - able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
- Strategic thinking and problem-solving abilities at scale - to evaluate procedures and identify opportunities for improvement
- Strong proficiency in various data analysis and reporting tools to track performance trends (tableau, salesforce, SQL, Excel, Google Sheets, etc.)
Your Location:
Due to the nature of this position, the successful applicant will need to be based in São Paulo, Brazil to be able to conduct their work.
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.