Partner Operations Manager

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

Airbnb's Community Support (CS) Delivery team is dedicated to providing world-class support experiences for our global community of hosts and guests. Delivery works hand-in-hand with a network of partners and services around the world, ensuring every interaction reflects Airbnb's commitment to quality, trust and care. We're looking for a driven operations professional to help lead this partner network and elevate the performance of the services that keep our community supported every day. This role will be a part of the Airbnb Capability Center (ACC).

The CS Partner Operations Manager supports the global Delivery function by driving partner and service performance. This role is accountable for the performance of assigned partners and/or services, and acts as an expert in operationalizing and driving business process outsourcing (BPO) — potentially across multiple partners and services at once.

This person will balance daily operational needs with longer-term performance improvement, in a fast-paced environment where organization, stakeholder management and performance analysis must be best-in-class. Success in this role requires flexibility, resourcefulness, efficiency, and a high level of professionalism and confidentiality.

• Own the holistic performance of a partner, service, or language

• Enable and oversee a strong operational environment for partners and services, ensuring high-quality support for the community:

• Set partners/services up for success in delivering exceptional support

• Prioritize high-impact focus areas in line with company strategy

• Partner with core internal functions (Quality, Workforce Planning, Training) to translate performance insights into action

• Act as the single point of contact, representing the partner/service across Delivery and CS

• Present and report on performance and progress to leadership across Delivery and CS

• Hold partners accountable for delivering against Airbnb's goals

• Own end-to-end operationalization and adoption of new initiatives, projects, and changes affecting the partner, service, or language

• Ensure alignment with Global CS Delivery:

• Contribute performance narrative into global delivery business reviews for senior leadership

• Collaborate with peer Regional Operations Managers to ensure consistency and scalability across Global Delivery

• Support and drive strategic initiatives within Delivery and the relevant service:

• Identify and lead continuous improvement opportunities — both tactical and strategic

• Gather feedback and serve as the voice of the community and partners to optimize performance and processes

• Collaborate with regional market and local business operations teams as needed

• Partner with BPI, PMO, and Product on the launch of initiatives and changes, mitigating risk along the way

• Min 8-16 years of progressive experience in customer service or operations, including 5+ years in partner management within a BPO environment

• Demonstrable success driving improved performance as a partner or Regional Operations Manager

• Experience deploying resources to manage real-time crisis situations,