Senior Manager, Vendor Operations & Customer Support

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

Supporting outcomes

• Quality, resolution and service level performance consistently meeting commitments across every partner site

• Every performance gap has a clear, evidenced root cause and a live plan with a named owner and a date

• Efficiency and cost-per-contact managed within plan, without trading away customer experience

• A standardised operating playbook adopted across the partner network, with measurably less variance between sites

• A high-performing, engaged POM team with strong internal mobility

• Strong operational execution plans for peak travel periods

• Market-level trust and repeat-business initiatives delivered with…