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Airbnb Logo Airbnb · Customer Service

Partner Operations Manager

Ireland 96000.00 - 120000.00 EUR / Year · Job Posted May 29, 2026
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Job Responsibility

  • Accountable and responsible for the holistic performance of a partner or service or language
  • Enable 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 operations
  • Collaborate 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

Requirements

  • A minimum of 8 years of progressive experience in a customer service or an operations role with 5+ years in a partner management, BPO environment
  • Fluent in English and either Spanish, German, French or Italian
  • Demonstrable experience in driving improved performance as a partner/Regional Operations manager
  • Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
  • Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
  • Demonstrable experience translating big picture goals and strategy into implementable and concrete actions for your partners
  • Ability to work weekend days and on-call required
  • Able to travel in Europe, APAC and NA when required
  • Exceptional partner and stakeholder management
  • Exceptional performance management at scale
  • Strong data driven decision making with root cause analysis
  • Strong communication, data driven storytelling and influencing skills
  • Organized, structured and resourceful
  • Strategic thinking and problem-solving abilities at scale
  • Strong proficiency in various data analysis and reporting tools to track performance trends (tableau, salesforce, SQL, Excel, Google Sheets, etc.)

What we offer

  • bonus
  • equity
  • benefits
  • Employee Travel Credits
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