Senior Manager, Vendor Operations, Customer Support
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Job Description
Senior manager leading Airbnb’s outsourced customer support operations across EMEA and LATAM. Improving NPS, vendor performance, and customer trust through data-driven team leadership.
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 performance across NPS, quality, resolution, service level, efficiency and cost
- Set performance frameworks and a standardised operating playbook across sites and markets
- Lead monthly and quarterly business reviews with partner and Airbnb senior leadership
- Diagnose performance gaps and drive time-bound improvement plans with measurable NPS outcomes
- Bring customer insights upstream to influence policy, product and process fixes
- Test, scale and retire performance interventions
- Lead, coach and develop a team of Partner Operations Managers
- Build an inclusive, resilient team culture across cultures, languages and time zones
- Work across regions and shared services within Community Support
- Partner with Workforce Management, Quality, Learning & Development, and Country & Business Operations teams
- Support strategic customer experience initiatives and share external best practices
- Partner with Country & Business Operations on market-specific initiatives that build trust and drive repeat business
- Translate market-level priorities into support delivery decisions and support insight into market strategy
- Deliver operational execution plans for peak travel periods
Requirements:
- 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
- Preferred: Onshore and offshore delivery experience
- Preferred: Additional language relevant to the region (Spanish, Portuguese, French, German or Italian)
- Preferred: Experience in a marketplace, travel or two-sided platform business
- Preferred: Familiarity with AI and automation in customer support and how to deploy it without eroding trust
Benefits:
- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
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