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Senior Manager, Partner Service Delivery, Americas

Airbnb

Airbnb

Canada
Posted on Tuesday, June 4, 2024

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

We are looking for a seasoned, collaborative, and visionary performance leader who can create outcomes driven frameworks for the outsourced customer support partners of Airbnb.

The Difference You Will Make:

We are looking for a seasoned, collaborative, and visionary performance leader who can create outcomes driven frameworks for the outsourced customer support partners of Airbnb. The Senior Manager, Partner Service Delivery uses innovative and scalable performance management processes to drive service delivery performance metrics that our partners produce for our Global English and Latin America customers. The Partner Service Delivery manager will manage a team of regional operations managers who support the successful execution of Airbnb’s outsourcing strategy. Extensive leadership and people management is needed with focus on people management, continuous process improvement and stakeholder management. This role will be responsible for driving the performance of the network of vendors in the America regions as well as defining and conducting performance improvement initiatives over the entire network of Global-English in collaboration with other regions & shared service teams. Effective in working in cross functional teams and business partners is a must.

A Typical Day:

  • Responsible for the day to day delivery of customer support across a broad network of a global partners in a multi channel environment
  • Accountable to ensure the highest level of support is delivered with particular focus on customer satisfaction and resolution
  • Lead a team of Regional Operations Managers responsible for driving an optimal day to day operational performance to meet critical KPIs such as service levels, quality, and efficiency metrics within their service tiers and sites to ensure optimal customer support at every interaction
  • Define, coordinate & implement performance improvement initiatives across the Global English regions
  • Ensure that ways of working and optimization initiatives are consistently implemented across the regions servicing Gl-English
  • Support the rollout and adoption of strategic initiatives related to customer experience improvement
  • Drive standardization of operating playbook/management across partner sites
  • Collaborate cross functionally with Partner Optimization, Quality, FP&A, and Insights to develop metrics and dashboards to manage Partner performance
  • Collaborate cross-regionally to drive results based on regional accountability but with the collaborative approach for the united global view in mind.
  • Conduct monthly and quarterly business reviews with partners and senior leadership.
  • Adopt and apply the latest best practices related to partner performance management.
  • Lead partner performance programs with large service delivery impact.
  • Develop and incubate relationships with operations managers, directors, and execs within the region’s partners

Your Expertise:

  • Min 10+ years senior experience in Service Delivery Partner Operations
  • Experience working in global and matrixed environment
  • Proven track record of leading and driving results at scale
  • Experience in analytical field
  • Onshore and offshore experience preferred
  • Degree in business or related field
  • Functional expertise:
    • Adept with Customer Management and Experience skills
    • Should have an aptitude for evolving technology in the market and how to leverage it to drive/ improve business results
    • Should employ a data-driven approach in the decision-making process and also be well-versed in data analytics
  • Collaboration, Communication & Influencing Skills: Should be known for driving business results within the company and outside. Should have a strong sense of ‘customer service’ and the requisite communication skills to communicate objectives clearly and then develop collaborative relationships both internally and externally to achieve these. Proven ability to influence Cross Functional and business leaders is key to this role.
  • Learning Agility & Openness to Change: Proven ability to manage multiple priorities effectively. Also, with a proven ability to learn new skills, gain mastery in new industries, being comfortable with ambiguity and adapt to changing business needs and priorities.
  • Leadership & People management skills:
    • Strong leadership and collaboration skills and the ability to work with the team in a flexible, innovative environment
    • Proactively build good morale and cooperation within a team
    • Persistent, result driven, hands on
    • Ability to educate others on the use of systems and process
    • Strong networking and influencing skills
    • Model team behavior and acts as an inspiration to others related to team behavior while providing coaching and developmental opportunities
    • Strong Project Management skills
    • Embrace the adventure with peers, partners, and teams using inclusive communication skills to cultivate professional relationships with key partners.
    • Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.
    • Be a team player focused on what is right for our community, and Airbnb
    • Flexibility to partner with and adapt to a diverse range of cultures and business disciplines
    • Ability to navigate a global, multicultural, multi-language, highly matrixed organization
    • Strong collaboration, partnering and negotiation skills
  • Strategic Thinking: Understand how the key drivers of our business relate to each other, and how your actions and decisions impact Airbnb's key objectives. Critical Thinking and Decision making are highly tuned.
  • Business Acumen: Expert level and creative performance results in storytelling, with strong analytical skills and the ability to clarify, influence, and prioritize using data.
  • Financial: Ability to leverage resources, make tradeoffs and understand the drivers of CS economics across both Airbnb and the partner models.

Your Location:

This position is US - Remote OR Canada Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity (if US based) OR in a province where Airbnb Canada, Inc. has a registered entity (if Canada based). Click here for the up-to-date list of excluded states. In Canada, our Airbnb Canada, Inc. entity is registered in British Columbia, Alberta, Saskatchewan, Quebec, Ontario and Nova Scotia. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states/provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com.

Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.