Partner Operations Manager

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 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