Senior Manager, Vendor Operations & Customer Support
Core
Lead a network of outsourced BPO partners to deliver customer support across Airbnb's EMEA and LATAM regions, focusing on improving NPS and operational quality.
Role type
Senior Manager, Vendor Operations & Customer Support
Builds
Customer support delivery frameworks, performance playbooks, and partner management processes for Airbnb's community support.
Domain
Travel marketplace, Customer Support, Vendor/BPO Management
Required skills
Vendor/BPO partner management, NPS/CSAT improvement, team leadership, cross-functional collaboration, data analysis, crisis management, market strategy translation
Preferred skills
Multi-region (EMEA/LATAM) experience, onshore/offshore delivery, additional languages (Spanish/Portuguese/French/German/Italian), marketplace/travel industry experience, AI/automation in support
Technologies
Workforce Management, Quality Assurance tools, QBR platforms
Responsibilities
Own end-to-end customer support delivery across outsourced partners; hold partners accountable to performance metrics (NPS, quality, SLA); lead monthly/quarterly business reviews with partner leadership; diagnose performance gaps and drive improvement plans; coach and develop a team of Partner Operations Managers; collaborate with Workforce Management, Quality, and Country & Business Operations teams.
Seniority
Senior Manager, hands-on leadership
