Responsibilities
- Take full ownership of the overall performance of a partner, service, or language.
- Establish and supervise a robust operational environment for partners and services, ensuring high-quality community support.
- Set up partners and services to deliver exceptional support to the community.
- Prioritize high-impact focus areas with partners or services in line with company strategy.
- Collaborate with internal functions like Quality, Workforce Planning, and Training to understand performance insights and take action within the partner or service.
- Serve as the single point of contact representing the partner or service across Delivery and Customer Service.
- Present and report on performance and progress to leadership in Delivery and Customer Service.
- Hold partners accountable for achieving Airbnb goals.
- Manage end-to-end operationalization and successful adoption of new initiatives, projects, and changes affecting the partner, service, or language.
- Ensure alignment with Global Customer Service Delivery.
- Contribute collectively with other Regional Operations Managers to senior management and global delivery business reviews, providing a complete performance narrative.
- Collaborate with peers to ensure consistency and scalability in Global Delivery.
- Support and drive strategic initiatives within Delivery and the service.
- Identify and drive continuous improvement opportunities at the partner and service level to enhance performance, both tactically day-to-day and strategically forward-looking.
- Collect feedback and act as the voice of the community and partners to improve performance and optimize processes for the partner, service, and global community.
- Collaborate with regional market stakeholders as needed, understanding their needs and supporting market managers and local business operations.
- Work with internal functions such as BPI, PMO, and Product on launching initiatives, projects, and changes to improve the partner or service and mitigate potential risks.
Requirements
- At least 8 years of progressive experience in customer service or operations, with 5+ years in partner management or a BPO environment.
- Proven experience driving improved performance as a partner or Regional Operations Manager.
- Experience deploying resources to manage real-time crises, including handling high-severity or sensitive cases and making loss-related decisions.
- Experience in data analysis and reporting to identify performance trends, and developing and implementing performance management standards.
- Demonstrated ability to translate big-picture goals and strategy into concrete, actionable steps for partners.
- Willingness to work weekend days and be on call as required.
- Ability to travel in Europe, APAC, and North America when needed.
- Exceptional partner and stakeholder management skills, with deep understanding of business process outsourcing at scale, holding partners accountable and prioritizing high-impact areas.
- Exceptional performance management at scale, setting clear goals, expectations, and actions while continuously driving success metrics.
- Strong data-driven decision-making with root cause analysis to derive objective decisions from data.
- Strong communication, data-driven storytelling, and influencing skills to present to leadership, collaborate with stakeholders, and manage time-sensitive situations calmly under pressure.
- Organized, structured, and resourceful, able to multitask with attention to detail and follow-through even in ambiguous situations.
- Strategic thinking and problem-solving abilities at scale to evaluate procedures and identify improvement opportunities.
- Strong proficiency in data analysis and reporting tools such as Tableau, Salesforce, SQL, Excel, and Google Sheets to track performance trends.
Work Arrangement
On-site in Seoul
Other
- Fluency in Mandarin and English is required.
- Visa sponsorship is not available.
- Ability to work weekend days and on-call required.
- Able to travel in Europe, APAC and NA when required.
Not available
