Greenhouse ·
full-timeSenior Manager, Vendor Operations & Customer Support
Airbnb · Dublin, Ireland
Airbnb operates a global online marketplace that connects travelers with short‑term lodging and unique experiences hosted by local residents. In this role you would oversee the delivery of customer support for the EMEA and LATAM regions through a network of outsourced BPO partners. Day‑to‑day you would set performance frameworks, monitor NPS and other quality metrics, hold partners accountable to service‑level targets, and lead regular business reviews that turn data into dated action plans. You would also diagnose the root causes of support gaps—whether they stem from product, policy, language or partner‑specific issues—and drive improvement initiatives with clear owners and measurable outcomes. Additionally, you would manage a team of Partner Operations Managers, coaching them in performance diagnosis, data fluency and partner influence while fostering an inclusive, curious and resilient team culture. Success requires strong experience managing multi‑regional vendor relationships, a track record of scaling CX metrics, people leadership of managers or senior contributors, comfort working across languages and fast‑moving environments, and a record of leading through operational incidents and cross‑functional collaboration with teams such as Workforce Management, Quality and Country & Business Operations.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Every year, millions of guests and Hosts across EMEA and LATAM reach out to us at moments that matter, a booking that fell through, a stay that didn't go to plan, a question that needs a clear answer in their own language. How we show up in those moments decides whether they come back. We're looking for a senior operations leader to own that outcome. You'll lead a network of outsourced BPO partners delivering customer support across one of Airbnb's most complex regions, and you'll be accountable for the quality our community actually experiences, measured above all by NPS. This is a performance leadership role, not an administrative one. You'll build the frameworks, insight loops and performance culture that genuinely move partner performance, and you'll lead a team of Partner Operations Managers who make that happen across every language, market and site. What we're looking for: Deep experience managing outsourced BPO partners and vendor relationships across multiple locations, ideally spanning EMEA, LATAM or another complex multi-region remit A proven track record of improving customer experience metrics at scale (NPS or CSAT), not just reporting on them Strong people leadership, including leading managers or senior individual contributors Comfort operating across multiple markets and languages in a fast-moving, ambiguous environment Experience leading through operational incidents or crises, knowing who to pull in across the business and how to drive resolution Strong cross-functional collaboration, working closely with internal teams such as Workforce Management, Quality, and Country & Business Operations to land changes that improve outcomes What you'll do Lead vendor delivery and performance 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 committed performance across NPS, quality, resolution, service level, efficiency and cost, including the difficult conversations when results fall short Set clear, outcomes-driven performance frameworks and a standardised operating playbook so delivery is consistent across every site and market Lead monthly and quarterly business reviews with partner leadership and Airbnb senior leadership, moving the conversation from reporting to committed, dated actions and updates on progress across key initiatives and objectives Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations Understand all the contributing factors of performance and make deliberate trade-offs between quality, capacity and cost Raise the bar on NPS through insight Diagnose what is genuinely driving performance gaps, market, language, tier, partner, agent tenure, contact driver, policy or product and separate signal from noise Turn that diagnosis into robust, clear, time-bound improvement plans with named owners, and drive them to a measurable NPS outcome Bring the voice of the customer upstream: where the root cause sits in policy, product or process, make the case for the fix with evidence Test, scale and retire performance interventions with discipline, so what works becomes standard and what doesn't is stopped quickly Grow a strong team Lead, coach and develop a team of Partner Operation Managers, building deep capability in performance diagnosis, partner influence and data fluency Set clear expectations and a high bar, give direct and useful feedback, and create real development paths for your team Build a team culture that is inclusive, curious and resilient, working effectively across many cultures, languages and time zones Grow your own successors , make the team stronger than you found it Collaborate to make performance consistent Work across regions and shared services within Community Support so strong performance is designed in globally, not rebuilt locally Partner with Workforce Management, Quality, Learning & Development, to land the operational changes that improve customer outcomes Support the rollout and adoption of strategic customer experience initiatives, and be a clear voice for what will and won't work in market Adopt and share external best practice in partner performance management Drive trust and repeat business at market level Partner with the Country & Business Operations (CBO) teams on cross-functional, market-specific initiatives that build trust and drive repeat business Translate market-level commercial and community priorities into support delivery decisions and translate support insight back into market strategy Bring
| Role | Senior Manager, Vendor Operations & Customer Support |
|---|---|
| Company | Airbnb |
| Location | Dublin, Ireland |
| Type | internship |
| Compensation | Not disclosed |
| Posted | 2026-10-01 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
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