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Partner Operations Manager

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Airbnb

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Location:
Brazil , São Paulo

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

26250.00 - 32916.66 BRL / Month
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Job Description:

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 operationalizing and driving business process outsourcing. The CS Partner Operations Manager can be responsible for multiple partners and services.

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
  • 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
  • Own partner performance against key service metrics including customer satisfaction, quality, productivity, and operational efficiency
  • Drive accountability with outsourced partners to deliver performance improvements, operational excellence and high-quality customer support
  • 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
  • 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
  • Collect feedback and be the voice of our community and partners to improve performance and optimize processes
  • 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:

  • 8+ years of progressive experience in a customer service or an operations role
  • 5+ years in a partner management, BPO environment
  • 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
  • Experience 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
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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