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 customer service partners, Airbnb service designers, and shared services service-domain experts. The Regional Operations Manager uses innovative and scalable performance management processes to own the service delivery performance metrics that our partners produce in a specific region or market, serving two or fewer CS services. The Regional 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 their Senior Delivery Manager, colleagues and shared services virtual teams to maintain a robust, well documented, and effective performance review and improvement program with the CS partners in their market or region.

A typical day:

• Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced by the CS partners.
• Leverage a global team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support partner’s performance results in servicing specific services.
• Develop and incubate relationships with operations managers and directors within the region’s/market’s partners, managing and driving their performance through influence, communication skills, and co-solving problems and action plans.
• Work collaboratively with other Regional Operations Managers in achieving and exceeding the desired global performance results of Volume service tiers.
• Act as mentor to Regional Operations Managers, at level 9 and below, in guiding their adoption to performance management, communication, and problem solving techniques.
• Working collaboratively with your Senior Delivery Manager, input into a robust and accessible suite of business review processes and performance storytelling processes that result in globally consistent outcome documentation.
• Act as proxy to Senior Delivery Manager for higher level leadership meetings and or presentations.
• Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding service specific goals, feeding that information to internal CS Strategy stakeholders
• 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 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 region’s/market’s partner performance results, including representing the region along with the Regional Partner Manager to different functions within Airbnb.
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager.

Your expertise:

• 8+ years of progressively responsible leadership experience in customer service operations (in-house experience preferred, BPO, 8+ years captive accepted).
• A proven track record of managing performance across a matrixed organization, particularly within APAC
• Deep functional knowledge in the tiers of service that will be managed, and how they interact
• 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 in Europe, APAC and NA when 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.