Senior Manager, Vendor Operations & Customer Support

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, make the team stronger than you found it
• Collaborate to make performance consistent
• Work across regions and shared services within Community Support so strong performance is designed in globally, not rebuilt locally
• Partner with Workforce Management, Quality, Learning & Development, to land the operational changes that improve customer outcomes
• Support the rollout and adoption of strategic customer experience initiatives, and be a clear voice for what will and won't work in market
• Adopt and share external best practice in partner performance management
• Drive trust and repeat business at market level
• Partner with the Country & Business Operations (CBO) teams on cross-functional, market-specific initiatives that build trust and drive repeat business
• Translate market-level commercial and community priorities into support delivery decisions and translate support insight back into market strategy
• Bring local nuance into a global operating model: what earns trust in one market is not what earns trust in another, and the plan should reflect that

What you'll bring

• Required

- 10+ years' experience in customer support, service delivery or partner/BPO operations, including significant time at senior level - Proven track record of owning and improving customer experience metrics at scale, ideally NPS or CSAT - Substantial experience managing outsourced partners or vendors, including performance management accountability and QBR ownership - Experience leading and developing managers or senior individual contributors - Strong analytical capability — comfortable interrogating data yourself, not only consuming a dashboard - Experience operating in a global, matrixed, multicultural organisation - Degree in business or a related field, or equivalent practical experience

• Preferred

- Experience across both EMEA and LATAM, or another multi-region remit - Onshore and offshore delivery experience - Additional language relevant to the region (Spanish, Portuguese, French, German or Italian) - Experience in a marketplace, travel or two-sided platform business - Familiarity with AI and automation in customer support and how to deploy it without eroding trust

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.

How We'll Take Care of You

• Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Ireland Annual Pay Range €124.000 — €155.000 EUR

Reasonable Accommodations

• We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.