Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Difference You Will Make:

The Senior Manager, Partner Service Delivery, APAC uses innovative and scalable performance management processes to drive service delivery performance metrics that our partners produce for our customers.  The Service Delivery manager will manage a team of regional operations managers who support the successful execution of Airbnb’s outsourcing strategy. Extensive leadership and people management is needed with focus on people management, continuous process improvement and stakeholder management. This role will also be responsible for identifying performance improvements opportunities and driving those efficiencies through the shared services teams within Community Support.  Effective in working in cross functional teams and business partners is a must.

A Typical Day:

• Responsible for the day-to-day delivery of customer support across a broad network of a global partners in a multi-channel environment• Accountable to ensure the highest level of support is delivered with particular focus on customer satisfaction and resolution• Lead a team of Regional Operations Managers responsible for driving an optimal day to day operational performance to meet critical KPIs such as SLAs, NPS, efficiency metrics within their service tiers to ensure optimal customer support at every interaction• Support the rollout and adoption of strategic initiatives related to customer experience improvement• Drive standardization of operating playbook/management across partner sites• Collaborate cross functionally with Partner Optimization, FP&A, and Insights to develop metrics and dashboards to manage Partner performance• Collaborate cross-regionally to drive results based on regional accountability but with the collaborative approach for the united global view in mind.• Conduct monthly and quarterly business reviews with partners and senior leadership.• Adopt and apply the latest best practices related to partner performance management.• Lead partner performance programs with large service delivery impact.• Develop and incubate relationships with operations managers, directors, and executives within the region’s partners

Your Expertise:

• Minimum of more than 10 years of management experience in Service Delivery Partner Operations and 15–20 years of relevant experience• Experience working in a global and matrixed environment• Proven track record of leading teams and driving results at scale• Experience in analytical field• Onshore and offshore experience preferred• Degree in business related field

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.