← All roles

Senior Manager, Vendor Operations & Customer Support

Airbnb· Operations
Apply on company site
Dublin€124k - €155kFull-timePosted 2w ago

About the role

Senior operations leader overseeing a network of outsourced BPO partners delivering customer support across EMEA and LATAM, accountable for NPS-driven quality and performance, with a focus on building frameworks, insight loops, and a high-performance Partner Operations Manager team to improve outcomes across languages, markets, and sites.

Responsibilities

  • 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 difficult conversations when results fall short
  • Set clear, outcomes-driven performance frameworks and a standardised operating playbook for consistency across sites and markets
  • Lead monthly and quarterly business reviews with partner leadership and Airbnb senior leadership, driving actions and progress updates
  • Build relationships with leaders across the business to unlock performance
  • Understand contributing factors of performance and balance quality, capacity and cost
  • Diagnose drivers of performance gaps and separate signal from noise by market/lactor/policy/product considerations
  • Develop robust, time-bound improvement plans with owners to achieve measurable NPS outcomes
  • Advocate for the voice of the customer upstream to policy/product/process improvements
  • Test, scale, and retire performance interventions with discipline to standardize effective practices
  • Lead, coach and develop a team of Partner Operation Managers with a focus on performance diagnosis, partner influence and data fluency
  • Set clear expectations, provide direct feedback, and create development paths
  • Foster an inclusive, curious and resilient team culture across cultures, languages, and time zones
  • Collaborate with regions and shared services to design performance into globally, not rebuilt locally
  • Partner with Workforce Management, Quality, Learning & Development to implement operational changes improving outcomes
  • Support rollout and adoption of strategic customer experience initiatives and evaluate market feasibility
  • Adopt and share external best practices in partner performance management
  • Partner with CBO to implement market-specific initiatives that build trust and drive repeat business
  • Translate market priorities into support delivery decisions and feedback insights into market strategy
  • Incorporate local nuances into a global operating model to reflect diverse market trust requirements

Qualifications

  • 10+ years' experience in customer support, service delivery or partner/BPO operations, including senior level roles
  • Proven track record of owning and improving customer experience metrics at scale (NPS or CSAT)
  • Extensive experience managing outsourced partners or vendors with performance management and QBR ownership
  • Experience leading and developing managers or senior individual contributors
  • Strong analytical capability with ability to interrogate data directly, not just read dashboards
  • Experience operating in a global, matrixed, multicultural organisation
  • Degree in business or related field, or equivalent practical experience

Skills

Required:Customer experience metrics (NPS/CSAT)Vendor managementPeople leadershipData analysis
Last updated Oct 22, 2026. Interested? Apply on the company site.
Airbnb logo

About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

marketplacetravel
Company profileWebsite

More open roles at Airbnb