Airbnb13.03.2026
Partner Operations Manager
São Paulo
Обязанности
- 01Enable and oversee a strong operational environment for your partners and services and ensure high quality support for the community from your partners
- 02Set up for success your partner / service to deliver exceptional quality support to our community
- 03Own partner performance against key service metrics including customer satisfaction, quality, productivity, and operational efficiency
- 04Drive accountability with outsourced partners to deliver performance improvements, operational excellence and high-quality customer support
- 05Prioritise high impact focus areas with your partner/service in line with the company strategy
- 06Actively 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
- 07Act as a single point of contact, representing your partner / service across Delivery and CS
- 08Present & report up on performance & progress to leadership across Delivery and CS
- 09Own end to end the operationalization and successful adoption of new initiatives, projects and changes that impact your partner or service or language
- 10Ensure alignment with Global CS Delivery
- 11Input collectively with other ROMs to Sr Management and into the global delivery business reviews to provide a complete performance narrative to our leadership
- 12Collaborate with your peers to ensure consistency & scalability in Global Delivery
- 13Support and drive strategic initiatives within Delivery and your service
- 14Identify and drive partner and service level continuous improvement opportunities that enhance performance, both day to day tactical and strategic forward looking
- 15Collect feedback and be the voice of our community and partners to improve performance and optimize processes for the partner, service and global community
- 16As required, collaborate with and understand the needs of your regional market and provide support to market managers and local business operations
- 17Collaborate 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
Требования
- 018+ years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
- 02Demonstrable experience in driving improved performance as a partner/Regional Operations manager
- 03Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
- 04Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
- 05Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
- 06Ability to work weekend days and on-call required
- 07Able to travel in Europe, APAC and NA when required
Условия
- 01The successful applicant will need to be based in São Paulo, Brazil to be able to conduct their work