About the Job:

• BAU Partner Management
• Partner Portal Access: Implement simple tasks to add, delete users or permissions
• TPR: Facilitate third-party reviews with payments partners
• Partner Invoice Management: Initiative purchase orders
• Team Knowledge Management – collect and organize documentation related to partners (non-legal documents only)
• Partnership Ops milestone tracking – Keep track of internal Airbnb Partnership Ops requirements and assist with their completion, such as quarterly SOX certifications, annual FBAR requirements, etc.
• Uploading partner contracts and pertinent information in Salesforce
  

A Typical Day

Relationship Management

• Provide support in development of QBR materials
• Assist with partner support request intake and management
• Add requests to the queue/tracker
• Update entries in the tracker when updates are available
• Keep track of progress by proactively reaching out to responsible stakeholders (may only be possible for some tasks, depending on complexity)
• Partner milestone tracking – Keep track of upcoming partner events or deadlines that require action or attention from Airbnb stakeholders (e.g., upcoming changes to partner product, contractual requirements, upcoming system changes or maintenance).

Route Management

• Assist with retrieving and organizing information necessary to create or deprecate routes, especially where the request requires information on a large number of routes
• Track route creation and deprecation timelines
• With guidance, complete tasks associated with route creation (e.g., gathering MIDs) and deprecation (e.g., ensuring there are no outstanding transactions on the relevant route).

Performance Management

• If possible, gather data from pre-existing sources and generate basic analysis (e.g., PPT charts) (Nice to have skill)

Incident Management

• Assist with incident identification, tracking, and management
• Coordinate with cross-functional groups to ensure incident is being addressed
• Follow escalation protocols to ensure the appropriate stakeholders (internally in the Partnerships team and externally with other key Airbnb stakeholder groups) are informed and engaged
• Keep track of incidents in the incident tracking by adding and updating entries when incidents occur
• Keep track of progress toward resolution by proactively reaching out to responsible stakeholders (may only be possible for some tasks, depending on complexity)
• With oversight, draft and proactively update Incident Memos/After Action Reports.
  

Your Expertise

• At least 5 years of relationship management
• Project Management – Track and complete work that requires multiple sub-tasks; work back from deadlines to ensure tasks are completed on time; understand task dependencies.
• Problem Solving and Troubleshooting – Work cross-functionally to resolve issues that arise from problems with our third party Payments partners
• Communication – Strong written and verbal communication skills
• Knowledge Management – Update key reference resources and documentation
• Google Sheets and Slides or Excel/PowerPoint (Intermediate or Higher)
• Subject Matter Expertise – Over time, become a subject matter expert in area of support.