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 service levels, quality, and efficiency metrics within their service tiers and sites to ensure optimal customer support at every interaction
Define, coordinate & implement performance improvement initiatives across the Global English regions
Ensure that ways of working and optimization initiatives are consistently implemented across the regions servicing Gl-English
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, Quality, 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 execs within the region’s partners
Your Expertise:
Min 10+ years senior experience in Service Delivery Partner Operations
Experience working in global and matrixed environment
Proven track record of leading and driving results at scale
Experience in analytical field
Onshore and offshore experience preferred
Degree in business or related field
Functional expertise:
Adept with Customer Management and Experience skills
Should have an aptitude for evolving technology in the market and how to leverage it to drive/ improve business results
Should employ a data-driven approach in the decision-making process and also be well-versed in data analytics
Collaboration, Communication & Influencing Skills: Should be known for driving business results within the company and outside. Should have a strong sense of ‘customer service’ and the requisite communication skills to communicate objectives clearly and then develop collaborative relationships both internally and externally to achieve these. Proven ability to influence Cross Functional and business leaders is key to this role.
Learning Agility & Openness to Change: Proven ability to manage multiple priorities effectively. Also, with a proven ability to learn new skills, gain mastery in new industries, being comfortable with ambiguity and adapt to changing business needs and priorities.
Leadership & People management skills:
Strong leadership and collaboration skills and the ability to work with the team in a flexible, innovative environment
Proactively build good morale and cooperation within a team
Persistent, result driven, hands on
Ability to educate others on the use of systems and process
Strong networking and influencing skills
Model team behavior and acts as an inspiration to others related to team behavior while providing coaching and developmental opportunities
Strong Project Management skills
Embrace the adventure with peers, partners, and teams using inclusive communication skills to cultivate professional relationships with key partners.
Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.
Be a team player focused on what is right for our community, and Airbnb
Flexibility to partner with and adapt to a diverse range of cultures and business disciplines
Ability to navigate a global, multicultural, multi-language, highly matrixed organization
Strong collaboration, partnering and negotiation skills
Strategic Thinking: Understand how the key drivers of our business relate to each other, and how your actions and decisions impact Airbnb's key objectives. Critical Thinking and Decision making are highly tuned.
Business Acumen: Expert level and creative performance results in storytelling, with strong analytical skills and the ability to clarify, influence, and prioritize using data.
Financial: Ability to leverage resources, make tradeoffs and understand the drivers of CS economics across both Airbnb and the partner models.