We are looking for an experienced, collaborative, and visionary performance leader who can create outcomes driven frameworks for the largest and most complex outsourced customer support partner networks in Airbnb. The Regional Operations Manager uses innovative and scalable performance management processes to singularly own the service delivery performance metrics that our partners produce for a tier of service across a region that materially dictates global level results. The Regional Operations Manager will deliver on KPI management and continuous improvement, region level and globally influencing performance storytelling, product and process insights discovery, and most importantly, will collaborate with their Partner Relationship 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 region.

Responsibilities

• Conduct business reviews, drive performance, document trends and actions, and be accountable for the service delivery performance metrics produced in a single tier of service by the CS partner networks making up our largest regions, contributing disproportionately to global level results.
• Leverage a virtual team of Partner Relationship Managers, Quality Leads, Training Leads, and others to support a region’s performance results in servicing a specific tier of service.
• Develop and incubate relationships with operations managers, directors, and execs within the region’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 a service tier, as designed by our Tier Service Managers, and which are tailored for the Airbnb Businesses that CS supports.
• Along with the Tier Service Managers, ensure that business review processes and performance storytelling is developed to represent a complex, multi language, multi Business partner enterprise, in a robust and globally consistent manner.
• Capture the regularly generated feedback and insights generated by the partners in pursuit of exceeding tier specific goals, feeding that information to Tier Service Managers and other stakeholders
• Evaluate new Airbnb processes or program changes for their potential impact to partner performance, and assist in mitigating those risks.
• Maintain a broad understanding of the needs of the many languages, geographies, and local market operations that are serviced by region, responding where need be to a broad range of performance impacting events
• Act as Airbnb’s single point of contact for all other matters related to the region’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.

Requirements

• 8+ years of progressively responsible leadership experience in customer service operations (BPO preferred, 10+ years captive accepted)
• A proven track record of managing performance across a matrixed organization that covers a wide range of geographies, languages, time zones, etc
• Expert level and creative performance results storyteller with strong analytical skills and the ability to clarify and prioritize using data
• Deep functional knowledge of partner operations
• Experience driving B2B relationships and leading outside teams to exceed goals
• Excellent communication skills
• Able to travel in Europe, APAC and throughout NA when required
• Works well in ambiguity
• Up to 50% travel time