Manager, Partner Relationships

The community you will join:

The Partner Management team is part of the global Community Support organization within Airbnb. We work with internal and external partners to optimize our support network in order to achieve our goal of delivering exceptional service at scale. Our team is passionate about our people, and we strive to create a welcoming culture where leaders can bring their authentic self and contribute in meaningful ways.

The difference you will make:

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. 

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 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 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!

How we'll take care of you:

Our job titles may span more than one career level. The starting base pay for this role is between $106,000.00 and $132,000.00. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

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. Airbnb,Inc. can employ in  states where we have registered entities. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware and Rhode Island. This list is continuously  evolving and being updated, 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.

If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at: [email protected].