Partner Operations Manager

Role Overview

Airbnb is hiring a Partner Operations Manager (Full remote) to drive partner and service performance. You will operationalize business process outsourcing (BPO), manage multiple partners/services, and ensure high-quality support for the community.

Key Missions

• Own the holistic performance of a partner/service (or language), ensuring high-quality community support.
• Partner with internal functions including Quality, Workforce Planning, and Training to understand performance insights and take action with partners.
• Identify and drive continuous improvement opportunities (tactical day-to-day and strategic longer-term).
• Translate big-picture strategy into concrete, implementable actions for your partners.
• Drive performance through standards, reporting, and KPI-based management.

Responsibilities

• Accountable for partner/service outcomes and performance management at scale.
• Deploy resources to manage real-time, high-severity/crisis situations, including decisions related to losses.
• Evaluate procedures, identify improvement opportunities, and influence leadership with data-driven insights.
• Present performance findings and collaborate with multiple stakeholders in time-sensitive scenarios.

Requirements

• Proven experience improving performance as a Partner/Regional Operations Manager.
• 8+ years progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment.
• Demonstrated ability to translate strategy into implementable actions.
• Experience managing real-time crisis situations with decision-making authority.
• Strong data analysis and reporting experience (identify trends, define standards, support root-cause analysis).
• Strong stakeholder and partner management.
• Ability to work weekends and be on-call.
• Fluent in English and fluent in Spanish, German, French, or Italian.
• Strong tools proficiency for reporting and analytics (e.g., Tableau, Salesforce, SQL, Excel, Google Sheets).

Nice to Have

• Experience with language-specific operations/coverage models (implied by language accountability).