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Manager – Partner Relationships
Confirmed live in the last 24 hours
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Communications
Requirements
  • 5+ years of progressively responsible leadership experience in customer service operations (BPO preferred, captive accepted)
  • Broad experience working within matrixed CS organizations
  • Strong functional knowledge across Workforce planning
  • Experience managing the material budget spend and tracking accountability for same
  • Experience driving B2B relationships and leading outside teams to exceed goals
  • Demonstrated project management experience as either owner or stakeholder
  • Strong analytical skills, including performance storytelling using slides, charts, etc
  • Excellent communication skills, fluent in English
  • Able to travel (domestic and international)
  • Up to 30% travel time (TBC once travel resumes in the company)
  • Works well in ambiguity and embraces the adventure!
Responsibilities
  • Build and drive workforce and staff planning for their partner location(s) within a specific market or region, including satisfying budget inputs from their Regional Partner Manager
  • Hold their partner(s) accountable for headcount and contact volume service level performance, continually improving the partner's attrition and site health performance
  • Facilitate their partner's relationships with the multiple Airbnb Operations Managers and stakeholders who look after the performance outcomes of multiple Airbnb service tiers
  • Manage the day-to-day operational needs of the partner(s) by collaborating with IT, Training, Workforce Management, and other groups who support the administration of crucial functions
  • Take part in new site launch efforts, either driving and owning lower complexity launches with existing partners, or collaborating to assist in higher complexity launches with new or strategic partners
  • Drive the partner teams to develop regular and robust feedback and insights to the Regional Operations Managers and other stakeholders who are pursuing the continuous improvement of service delivery
  • Collaborate with their partner(s) to identify and develop unique value additions, pilots, and projects that enrich the overall Community Support platform
  • Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks
  • Act as Airbnb's Brand Ambassador to their partner(s), role modeling our core values and assessing the partner's people oriented programs against Airbnb standards
  • As needed, collaborate with and understand the needs of your local market and provide support to market managers and local business operations
  • Act as Airbnb's single point of contact for all other matters related to the partner's operations, including Legal queries and requirements
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your manager
Airbnb

501-1,000 employees

Online marketplace for people to list, discover, and book accommodations
Company Overview
Airbnb's mission is to create a world where anyone can belong anywhere and we are focused on creating an end-to-end travel platform that will handle every part of your trip. The company is building a worldwide timeshare marketplace.
Benefits
  • Comprehensive health plans
  • Paid volunteer time
  • Healthy food and snacks
  • Generous parental and family leave
  • Learning and development
  • Annual travel and experiences credit
Company Core Values
  • Champion the Mission: We’re united with our community to create a world where anyone can belong anywhere.
  • Be a Host: We’re caring, open, and encouraging to everyone we work with.
  • Embrace the Adventure: We’re driven by curiosity, optimism, and the belief that every person can grow.
  • Be a Cereal Entrepreneur: We’re determined and creative in transforming our bold ambitions into reality.