Partner Operations Manager Job at Airbnb

Partner Operations Manager

Airbnb

Location:
Canada

Category:
Customer Service

Contract Type:
Not provided

Salary:

112000.00 - 140000.00 CAD / Year

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Job Description:

We are seeking a dedicated and enthusiastic candidate to provide exceptional customer service management to the Airbnb community as a Partner Operations Manager. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service through partner and service management. This is a full time position based in Canada. The 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 operationalising and driving business process outsourcing. The Partner Operations Manager can be responsible for multiple partners and services. They are expected to balance the day to day while driving stronger performance at partners in a fast-paced environment. Their organization skills, stakeholder management as well as performance analysis & management must be best-in-class. They need to be flexible, proactive, resourceful, efficient and demonstrate a high level of professionalism and confidentiality.

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 Community Support
Present & report up on performance & progress to leadership across Delivery and Community Support
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 Community Support 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:

10+ years of progressive experience in customer service or operations, with a focus on partner management/BPO environments
Proven ability to drive improved partner performance and deliver measurable results
Skilled in data analysis and reporting to identify trends, set standards, and implement performance management strategies
Adept at surfacing opportunities, converting them to solutions and executing the actions to drive meaningful impact
Adept at translating strategic goals into actionable plans for partners and wider global network
Exceptional at partner and stakeholder management, with the ability to influence and drive accountability
Strong at setting clear goals, expectations, and actions to drive performance metrics at scale
Effective communicator with data-driven storytelling and influencing skills, able to present to leadership and manage high-pressure, time-sensitive situations
Highly organized, structured, and resourceful, with the ability to multi-task and maintain attention to detail in ambiguous environments
Strategic thinker with strong problem-solving skills, able to evaluate and improve business processes at scale
Proficient in performance tracking tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets
Ability to travel up to 30% of the time

What we offer:

bonus
equity
benefits
Employee Travel Credits

Additional Information:

Job Posted:
January 04, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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