Vendor Performance Manager

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

📋 Description

• Take ownership of the complete performance of key operational vendors while monitoring and reporting on KPIs and SLAs related to quality, efficiency, compliance, and cost.

• Examine vendor data to uncover the root causes of performance discrepancies, service failures, and emerging trends, transforming insights into actionable strategies.

• Enhance CRM workflows, refine reporting processes, and ensure data integrity to boost operational efficiency.

• Design scalable operations for new initiatives and pilot programs, aligning vendor capacity with business forecasts.

• Conduct business reviews with vendor partners, foster accountability, and document actionable plans.

• Identify and spearhead vendor process-improvement initiatives to elevate quality, diminish operational friction, and enhance the host/guest experience.

• Ensure adherence to contracts, security protocols, and policy revisions.

• Recognize and mitigate operational and compliance risks across the vendor ecosystem.

• Act as the operational liaison between vendors and Product, Policy, Legal, Training, and Finance teams.

• Integrate vendor feedback and performance insights to guide product development and the Homes business.

• Deliver regular updates on vendor performance and impact to senior leadership.

⛳️ Requirements

• A minimum of 10 years of professional experience, including at least 5 years dedicated to vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global setting.

• Demonstrated capability to analyze large datasets, synthesize performance trends, and utilize data tools like Excel and Google Sheets; SQL proficiency is strongly preferred.

• Extensive knowledge of CRM systems, particularly Salesforce, and sales enablement tools such as MixMax and Gong.

• In-depth understanding of contact center operations, quality assurance methodologies, and process improvement frameworks like Lean and Six Sigma.

• Outstanding written and verbal communication skills, with the ability to convey complex information clearly and influence stakeholders at all levels, both internally and externally.

• Proven experience in managing complex operational projects with defined timelines, deliverables, and cross-functional dependencies.

• Experience in the Tech, Travel, or Gig/Sharing Economy sectors is preferred.

• Familiarity with two-sided marketplace dynamics and the complexities of host/guest support is preferred.

• Experience in launching new programs or establishing operations with a vendor from the ground up is preferred.

🏝️ Benefits

• Airbnb's commitment to fostering inclusion and belonging.

• Reasonable accommodations provided throughout the recruitment process for applicants with disabilities.