Senior Manager, Vendor Operations & Customer Support

Job description

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. Every year, millions of guests and Hosts across EMEA and LATAM reach out to us at moments that matter, a booking that fell through, a stay that didn't go to plan, a question that needs a clear answer in their own language. How we show up in those moments decides whether they come back. We're looking for a senior operations leader to own that outcome. You'll lead a network of outsourced BPO partners delivering customer support across one of Airbnb's most complex regions, and you'll be accountable for the quality our community actually experiences, measured above all by NPS. This is a performance leadership role, not an administrative one. You'll build the frameworks, insight loops and performance culture that genuinely move partner performance, and you'll lead a team of Partner Operations Managers who make that happen across every language, market and site. What we're looking for: Deep experience managing outsourced BPO partners and vendor relationships across multiple locations, ideally spanning EMEA, LATAM or another complex multi-region remit A proven track record of improving customer experience metrics at scale (NPS or CSAT), not just reporting on them Strong people leadership, including leading managers or senior individual contributors Comfort operating across multiple markets and languages in a fast-moving, ambiguous environment Experience leading through operational incidents or crises, knowing who to pull in across the business and how to drive resolution Strong cross-functional collaboration, working closely with internal teams such as Workforce Management, Quality, and Country & Business Operations to land changes that improve outcomes What you'll do Lead vendor delivery and performance Own end-to-end customer support delivery across a network of outsourced partners in EMEA and LATAM, spanning multiple channels, languages and service tiers Hold partners accountable to committed performance across NPS, quality, resolution, service level, efficiency and cost, including the difficult conversations when results fall short Set clear, outcomes-driven performance frameworks and a standardised operating playbook so delivery is consistent across every site and market Lead monthly and quarterly business reviews with partner leadership and Airbnb senior leadership, moving the conversation from reporting to committed, dated actions and updates on progress across key initiatives and objectives Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations Understand all the contributing factors of performance and make deliberate trade-offs between quality, capacity and cost Raise the bar on NPS through insight Diagnose what is genuinely driving performance gaps, market, language, tier, partner, agent tenure, contact driver, policy or product and separate signal from noise Turn that diagnosis into robust, clear, time-bound improvement plans with named owners, and drive them to a measurable NPS outcome Bring the voice of the customer upstream: where the root cause sits in policy, product or process, make the case for the fix with evidence Test, scale and retire performance interventions with discipline, so what works becomes standard and what doesn't is stopped quickly Grow a strong team Lead, coach and develop a team of Partner Operation Managers, building deep capability in performance diagnosis, partner influence and data fluency Set clear expectations and a high bar, give direct and useful feedback, and create real development paths for your team Build a team culture that is inclusive, curious and resilient, working effectively across many cultures, languages and time zones Grow your own successors