Job description
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 Difference You will Make:
We are looking for an outcomes driven, collaborative, and effective performance manager who knows how to build and drive virtual teams of Outsourced Customer Service partners, Airbnb service designers, and shared services service-domain experts. The Partner Regional Operations Manager (Partner ROM) uses innovative and scalable performance management processes to own the service delivery performance metrics that our partners produce in a specific region or market, serving two or fewer CS services. The Partner ROM will deliver on KPI management and continuous improvement, region or specific market level performance storytelling, product and process insights discovery, and most importantly, will collaborate with their Partner Relationship Manager colleagues and shared services virtual teams to maintain a robust, well documented, and effective performance review and improvement program with the CS partners in their market or region.
A Typical Day:
- Act as Airbnb’s single point of contact for all other matters related to the Partner performance results, including representing the Global English network along with the Senior Delivery Manager to different functions within Airbnb.
- Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the CS partners.
- Leverage a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support partner’s performance results in servicing specific services.
- Develop and incubate relationships with partners’ Operations Managers and Directors, managing and driving their performance through influence, communication skills, and co-solving problems and action plans.
- Work collaboratively with other Regional Operations Managers in achieving and exceeding the desired global performance results of specific service tiers, as designed by our Tier Service Managers, and which are tailored for the Airbnb Businesses that CS supports.
- Work collaboratively with your Senior Manager to input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation.
- Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal stakeholders.
- Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks.
- As needed, collaborate with and understand the needs of your local market and provide support to market managers and local business operations.
- Participate in projects outside of the scope of your department, as assigned by your manager.
Your Expertise:
- 5+ years of progressively responsible leadership experience in Customer Service operations (BPO preferred, 8+ years captive accepted)
- At least 12+ years of total working experience
- Master’s or Bachelor’s degree in a relevant field of study
- A proven track record of managing performance across a matrixed organization
- Deep functional knowledge in the tiers of service that will be managed, and how they interact
- Experience driving B2B relationships and leading outside teams to exceed goals
- Effective and creative, performance and results-driven storyteller with strong analytical skills and the ability to clarify and prioritize using data
- Excellent communication skills, verbal and written
- Able to travel in Europe, APAC and India when required; expected travel will be around 30% of the time
- Works well in ambiguity and embraces the adventure!
Your Location:
This position is US - 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 state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states 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.
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 is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$140,000—$175,000 USD
