Partner Operations Manager

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 difference you will make:

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.

A Typical Day:

• 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

Your Expertise:

• 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, including high-severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, plus developing and implementing performance management standards
• Proven ability to translate big-picture goals and strategy into concrete, implementable actions for partners
• Exceptional partner and stakeholder management, with deep understanding of BPO at scale
• Strong performance management skills — setting clear goals, expectations, and success metrics
• Data-driven decision-making with strong root cause analysis skills
• Strong communication and storytelling skills to influence leadership and cross-functional stakeholders, staying calm under pressure
• Highly organized and resourceful, with strong attention to detail and follow-through even in ambiguous situations
• Strategic thinking and problem-solving at scale
• Proficiency with data analysis and reporting tools (Tableau, Salesforce, SQL, Excel, Google Sheets, etc.)
• Ability to work weekends and be on-call as required
• Ability to travel across Europe, APAC and North America when required

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.