Partner Operations Manager, Airbnb
€96-120k
More information about location
Community marketplace for holiday accomodation
Open for applications
Community marketplace for holiday accomodation
1001+ employees
Open for applications
€96-120k
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
- Fluent in English and either Spanish, German, French or Italian
- 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
- 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.)
What the job involves
- 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 operationalising and driving business process outsourcing
- The CS Partner Operations Manager can be responsible for multiple partners and services
- The Difference You will Make:
- 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 languageEnable 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 CS
- Present & report up on performance & progress to leadership across Delivery and CS
- 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 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:
- 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
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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