Senior Manager, Vendor Operations, Customer Support

• 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

• 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

• Bonus eligibility
• Equity eligibility
• Benefits eligibility
• Employee Travel Credits
• Reasonable accommodations throughout the recruitment process for applicants with disabilities