[Hiring] Vendor Manager, Operational Vendor Support @Airbnb

Role Description

The AirCover team is charged with managing and growing the AirCover business inside of Airbnb. We have a responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

As a Vendor Manager focused on operational vendor support, you will own the end-to-end management and performance of a portfolio of third-party partners that deliver critical operational services (e.g., third-party claims adjusting). Applying deep expertise in vendor management, SLA frameworks, and operational risk, you will:

• Exercise independent judgment across multiple sources of data to structure trade-off decisions.
• Resolve complex and ambiguous problems.
• Hold vendors accountable to service, delivery, and cost outcomes for guests and hosts.
• Operate with minimal oversight and act as a trusted advisor to less experienced colleagues and internal stakeholders.
• Lead vendor management projects or programs that shape how the broader function operates.

A typical day includes:

• Owning the day-to-day management and performance oversight of an assigned portfolio of vendors.
• Leading daily/weekly performance forums to diagnose root causes and drive action planning with vendors.
• Acting as the escalation point for complex vendor issues on behalf of guests and hosts.
• Assisting in the design and priority of the metrics and trigger/appetite framework used to monitor vendor performance.
• Using judgment to resolve complex operational issues and recommend trade-offs.
• Owning the vendor invoice management and financial governance process end-to-end.
• Leading quality and calibration programs across the vendor portfolio.
• Acting as a resource and informal mentor for less experienced vendor managers.
• Partnering with Legal, Sourcing, and Finance to shape contractual obligations and vendor process improvements.
• Contributing to team culture, onboarding, and change-management efforts.

Qualifications

• 6+ years of experience in vendor management, claims adjusting, or outsourcing management.
• Proven track record independently managing large-scale, complex operational vendors.
• Strong analytical skills with proficiency in Excel/Sheets, SQL, or BI tools (Tableau, Looker, Power BI).
• Excellent negotiation, executive communication, and stakeholder-management skills.
• Deep understanding of SLA frameworks, budgeting, and contract management.
• Demonstrated expertise in quality management, process improvement (Lean/Six Sigma), and change management.
• Working knowledge of the competitive vendor/outsourcing landscape.
• Experience acting as a resource, coach, or informal mentor to less experienced colleagues.

Requirements

• Comfort leading projects or workstreams with manageable risk and resourcing needs.

Benefits

• Base pay range: $156,000 — $195,000 USD.
• Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

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.