Partner Operations Manager

Role overview

Airbnb began in 2007, when two hosts welcomed three guests into their home in San Francisco. Since then, the company has expanded to millions of hosts and billions of guest arrivals across nearly every country. Its mission is to help guests connect with communities through distinctive stays and experiences.

The Partner Operations Manager within CS supports the global Delivery organization by improving partner and service performance. This role owns the operational health of assigned partners and services, applies expertise in business process outsourcing, and may manage several partners or services at once.

What you will do

You will be responsible for the overall performance of a partner, service, or language stream and for creating a strong operating environment that helps partners deliver high-quality support to the community.

• Prepare partners and services to consistently deliver excellent support experiences.
• Work with partners to focus on the highest-impact priorities, aligned with company strategy.
• Partner with internal teams such as Quality, Workforce Planning, and Training to interpret performance insights and turn them into action.
• Serve as the main point of contact for your partner or service across Delivery and Customer Support.
• Share performance updates and progress with leaders across Delivery and Customer Support.
• Ensure partners are accountable for meeting Airbnb’s goals.
• Lead the rollout, adoption, and operational success of new initiatives, projects, and changes affecting your partner, service, or language.
• Contribute with other ROMs to senior management and global Delivery business reviews by providing a clear and complete performance story.
• Work with peers to support consistency and scalability across Global Delivery.
• Identify and drive continuous improvement opportunities that strengthen day-to-day and long-term performance.
• Collect partner and community feedback and use it to improve processes and results for the partner, service, and wider community.
• As needed, work with regional market teams and support local market managers and business operations.
• Collaborate with internal groups such as BPI, PMO, and Product to launch initiatives, projects, and changes while reducing risk.

Experience and expertise

• At least 8 years of progressive experience in customer service or operations, including 5+ years in partner management or a BPO setting.
• Fluency in English plus one of the following languages: Spanish, German, French, or Italian.
• Proven success in improving partner or regional operations performance.
• Experience deploying resources to handle real-time crisis situations, including high-severity and sensitive cases, with authority to make decisions on losses.
• Background in data analysis and reporting to identify trends, and in creating and applying performance management standards.
• Ability to translate high-level strategy into practical actions for partners.
• Willingness to work weekend days and be on call.
• Ability to travel across Europe, APAC, and North America when needed.

Skills and working style

• Strong partner and stakeholder management in large-scale outsourcing environments.
• Ability to manage performance with clear goals, expectations, and measurable actions.
• Data-led decision-making and root cause analysis skills.
• Confident communication, storytelling with data, and influencing skills.
• Calm, organized, structured, and detail-oriented approach under pressure.
• Strategic thinking and problem-solving at scale.
• Proficiency with reporting and analytics tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets.

Inclusion and belonging

Airbnb states that it is committed to reaching a broad and diverse talent pool. The company values different perspectives, believes they drive innovation and engagement, and encourages all qualified people to apply.

Compensation and benefits

The company notes that job titles may span multiple levels and that the final base pay depends on training, transferable skills, work experience, business needs, and market conditions. The base salary range below is annualized and may change in the future. This role may also qualify for bonus, equity, benefits, and Employee Travel Credits.

Annual pay range for Ireland: €96,000 to €120,000 EUR.