The Community You Will Join

Airbnb Capability Center (formerly known as Airseva) was set up in 2017 in Gurgaon. We provide specialized operational services which allow Airbnb's business and responsibilities across the world. These include Finance Technology, Finance Shared Services, Analytics, Engineering, amongst other verticals. Our offices are home to multi-experienced teams with an understanding of our business and community. We're hospitable, fun and we welcome all with open arms.

The difference you will make

We are looking for an outcomes driven, collaborative, and effective performance manager who knows how to build and drive virtual teams of outsourced Trust Operations partners, shared services and domain experts. The Trust Operations team uses innovative and scalable performance management processes to own service delivery performance that our partners produce at a global level. The Partner Operations Manager will deliver on KPI management and continuous improvement, region or specific market level performance storytelling, product and process insights discovery, and most importantly, will collaborate with cross-functional virtual teams to maintain a robust, well documented, and effective performance review and improvement program.

A typical day

Partner Operations Management

• Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the Trust Operations partners.
• Leverage a virtual team of Delivery Excellence Team, Quality Leads, Training Leads, and other Trust Operations Enablement team to support partner’s performance results.
• Develop and incubate relationships with leadership, operations managers and directors within the portfolio of partners, managing and driving their performance through influence, communication skills, and co-solving problems and action plans.
• Work collaboratively with other Partner Operations Managers, Delivery Excellence Managers and other cross functional teams in achieving and exceeding the desired global performance results in all areas including quality metrics, productivity, service level agreement and other site health metrics.
• Work collaboratively with your Senior Manager to input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation.

Continuous Improvement

• Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal stakeholders.
• Continuously look for ways to improve how we land changes at partners and how to optimize the change management process for strategic launches that are operated by partners.
• Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks.
• As needed, collaborate with and understand the needs of community insights and provide support to local business operations or identified strategic customer segments.
• Act as Airbnb’s single point of contact for all other matters related to the portfolio’s partner performance results, including representing the team in collaborating with different functions within and outside Airbnb.

Partner Strategy Development

• Occasionally participate in strategic discussion involving long term partner strategy footprint, Request for Proposal (RFP) process and other related business contingency planning and outsourcing process
• Participate in projects outside of the scope of your department, as assigned by your manager.

Your Expertise

• Leadership experience in customer service operations setup with experience of Managing large vendors in global organization
• Master’s or Bachelor's degree in a relevant field of study
• A proven track record of managing performance across a matrixed organization
• Deep functional knowledge in Trust and Safety or related operational domain
• Experience driving B2B relationships and leading outside teams to exceed goals
• Effective and creative, performance and results-driven storyteller with strong analytical skills and the ability to clarify and prioritize using data
• Excellent communication skills, fluent in English
• Able to travel domestically and internationally, if required
• Up to 50% travel time
• Works well in ambiguity and embraces the adventure!

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. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: reasonableaccommodations@airbnb.com.