Senior Manager, Vendor Operations, Customer Support

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Take full ownership of customer support delivery across a network of outsourced partners in EMEA and LATAM, encompassing various channels, languages, and service tiers.

• Ensure partners are held accountable for performance metrics including NPS, quality, resolution, service level, efficiency, and cost.

• Establish performance frameworks and a standardized operating playbook across different sites and markets.

• Facilitate monthly and quarterly business reviews with both partners and senior leadership at Airbnb.

• Identify performance gaps and implement time-bound improvement plans with measurable NPS results.

• Convey customer insights upstream to impact policy, product, and process enhancements.

• Test, scale, and phase out performance interventions as necessary.

• Lead, mentor, and develop a team of Partner Operations Managers.

• Foster an inclusive and resilient team culture across diverse cultures, languages, and time zones.

• Collaborate 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 best practices from external sources.

• Work with Country & Business Operations on market-specific initiatives designed to build trust and encourage repeat business.

• Translate market-level priorities into support delivery strategies and provide insights into market strategies.

• Develop operational execution plans for peak travel periods.

⛳️ Requirements

• Over 10 years of experience in customer support, service delivery, or partner/BPO operations, with considerable time spent at a senior level.

• Demonstrated history of owning and enhancing customer experience metrics at scale, ideally NPS or CSAT.

• Extensive experience in managing outsourced partners or vendors, including accountability for performance management and ownership of QBRs.

• Proven experience in leading and developing managers or senior individual contributors.

• Strong analytical skills — capable of analyzing data independently, not just relying on dashboard insights.

• Experience working within a global, matrixed, multicultural organization.

• Bachelor's degree in business or a related field, or equivalent practical experience.

• Preferred: Experience across both EMEA and LATAM, or another multi-region responsibility.

• Preferred: Experience with onshore and offshore delivery.

• Preferred: Proficiency in an additional language relevant to the region (Spanish, Portuguese, French, German, or Italian).

• Preferred: Background in a marketplace, travel, or two-sided platform business.

• Preferred: Familiarity with AI and automation in customer support and the ability to implement it while maintaining trust.

🏝️ Benefits

• Eligibility for bonuses.

• Eligibility for equity.

• Eligibility for benefits.

• Employee Travel Credits.

• Reasonable accommodations during the recruitment process for applicants with disabilities.