Partner Coordinator



Posted on Thursday, May 11, 2023

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 Partner Coordinator is responsible for supporting the Partner (BPO) sites and the Partner Relationship Manager, assisting in the management of the sites using their expertise, experience and know-how to help deliver on key business metrics. Coordinators collaborate with the Partner Management team to guide our Partner sites to ensure they are an extension of Airbnb and enable our mission to build the world’s most loyal travel community through exceptional service.

Their duties include, but are not limited to, supporting day-to-day performance management, overseeing business reviews, coordinating workforce planning, systems & admin support, resolving critical user issues (escalations from Partners), cultural awareness, alignment/sharing of best practices, knowledge & processes.

This role will report to a Partner Relationship Manager, and will be based in the Philippines, with travel opportunities regionally and beyond.

A Typical Day:

  • Be the POC for Outsource Leads (10+) and their Ambassadors (agents) (150+).
  • Liaise with Shared Services Teams to develop relationships with key stakeholders.
  • Coordinate with internal CS Teams to ensure alignment and learning from best practices.
  • Meet regularly with Outsource Leads & QAs for calibration purposes.
  • Evaluate workflows and find ways for them to be more efficient, relevant and valuable.
  • Help understand the top user issues and make recommendations to improve Airbnb products and policies; support Partners and Partner Management team in being the voice of the customer to the rest of the company.
  • Responsible for following ticket flows for escalations & sensitive issues to ensure adherence to Airbnb standards.
  • Lead and/or participate in projects outside of the scope of your department, as assigned by your Partner Relationship Manager.
  • Supporting the delivery of OKRs for Partner Regional Operations Manager; Service Levels, NPS, SPD, THT, Quality and all other KPI’s as contractually agreed.
  • Develop & demonstrate understanding of channel strategy & targets.
  • Drive a culture of self-sufficiency and ongoing learning with Partner Teams.
  • Ensure that all Partner Ambassadors & Leads have access to all systems/tools required for their role.
  • Complete site visits to support Partners in delivering Airbnb Mission.
  • Host round tables and complete call shadowing in Partner sites.
  • Assist with Partner Relationship Manager & Partner Regional Operations Manager duties while Managers are out of office and as needed.

Your Expertise:

  • 3+ years experience in client-facing roles
  • Experience in in-house tech environments preferred
  • Bachelor’s degree in a relevant field
  • Working knowledge of Google suite, including sheets
  • Good excel skills, workforce management, and data analysis a strong plus
  • Experience participating in customer centric projects, initiatives or teams a plus
  • Experience in the travel or hospitality industry is a plus
  • Willingness to travel up to 30% of the time (domestic and regional)

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.