Senior Manager, Vendor Operations & Customer Support

The role

You will lead a network of outsourced BPO partners delivering customer support across EMEA and LATAM. You will own end-to-end delivery, manage Partner Operations Managers, and drive NPS through performance frameworks and data-driven improvements.

What you will do

• Own end-to-end customer support delivery across a network of outsourced partners in EMEA and LATAM
• Hold partners accountable to performance across NPS, quality, resolution, service level, efficiency and cost
• Set outcomes-driven performance frameworks and a standardised operating playbook
• Lead monthly and quarterly business reviews with partner and Airbnb leadership
• Diagnose performance gaps and turn diagnosis into time-bound improvement plans
• Bring the voice of the customer upstream to policy, product or process
• Lead, coach and develop a team of Partner Operation Managers
• Partner with Workforce Management, Quality, and Learning & Development to land operational changes
• Partner with Country & Business Operations teams on market-specific initiatives

Required qualifications

• 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
• Experience operating in a global, matrixed, multicultural organisation
• Degree in business or a related field, or equivalent practical experience

Nice to have

• 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

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.