Partner Relationship Manager [BPO/Vendor Management]

The Community You Will Join: 

We are looking for an enthusiastic, passionate and smart manager who knows how to develop, scale and manage an outsourced partner relationship. The Partner Relationship Manager uses a broad range of BPO operations and leadership skills to own and enrich the relationships between Airbnb and one or more partners in a given market or region. The Partner Relationship Manager will deliver on workforce and staff planning, partner growth and capabilities strategy, high level systems and IT support, and most importantly, will manage their partner’s matrix of relationships with the multiple Airbnb Operations Managers and stakeholders who look after the partner’s service delivery performance outcomes.

The Difference You Will Make:

• Managing & Measuring Work: You can measure, balance, and understand workloads, and delegate appropriately. You set clear expectations and timelines, give the context necessary for buy-in, and create space for autonomous work. You provide consistent support and regular progress reports to ensure goals are achieved. You proactively offer and solicit honest, plentiful feedback. You remove obstacles. You accurately measure and clearly articulate results. Your team exceeds its performance goals.
• Communication & Influencing: You can reliably gain acceptance of ideas or plans using a variety of interpersonal styles and techniques. You know which aspects of your proposal will most appeal to your audience, and you can communicate them in a compelling way. You quickly gain trust. You understand the important role relationships and strategic partnerships can play, and you cultivate these appropriately. You know when it's appropriate to persist, and when you should compromise.
• Practicing Holistic Ownership: You invite and crave accountability. You recognize the important ways in which your work is connected to cross-functional outcomes. You effectively prioritize initiatives and objectives based on their impact, and you help drive the business toward its goals. You propose and advocate for priorities that will help Airbnb achieve its mission. You foster an environment of empowerment, ownership, and support.
• Cultivating Relationships: You work cooperatively and harmoniously, and prioritize the team's success over your own. You understand the value of collaboration, and encourage teamwork. You build and maintain partnerships throughout the organization. You can effectively articulate and advocate for your own interests while remaining fair. You are trusted and respected by the people who work with you, and have a visible and personal brand throughout the company. You are open and candid.

A Typical Day: 

• 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 and develop a Partner Coordinator who will assist and own partner development and performance actions at the direction of the Partner Relationship Manager.
• Assess and drive their partner’s support staff and leadership staff quality and development needs, including assisting with proper planning of new leaders, holding the partner accountable for having development programs, and requiring high standards of ability and integrity down to the agent level.
• 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.

Your Expertise:

• 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/Capacity Planning
• Experience with budget management and financial analysis
• 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 in Europe, APAC and NA when required
• Up to 20% travel time
• Works well in ambiguity and embraces the adventure!

Your Location:

This position is US - Remote 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. Click here for the up-to-date list of excluded states. 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 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.