[Hiring] Senior Manager, Vendor Operations & Customer Support @Airbnb

Role Description

We're looking for a senior operations leader to own the outcome of customer support delivery across one of Airbnb's most complex regions. You'll lead a network of outsourced BPO partners and be accountable for the quality our community experiences, measured by NPS.

This is a performance leadership role, not an administrative one. You'll build frameworks, insight loops, and a performance culture that genuinely moves partner performance, leading a team of Partner Operations Managers.

Qualifications

• 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).
• 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.
• Strong cross-functional collaboration with internal teams such as Workforce Management, Quality, and Country & Business Operations.

Requirements

• 10+ years' experience in customer support, service delivery, or partner/BPO operations, including significant time at a 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.
• Experience operating in a global, matrixed, multicultural organization.
• Degree in business or a related field, or equivalent practical experience.

Benefits

• Base pay range: €124,000 — €155,000 EUR.
• Eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

Airbnb was born in 2007 and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals globally. Every day, hosts offer unique stays and experiences that allow guests to connect with communities authentically.

Our commitment to inclusion and belonging fosters innovation and engagement, attracting creatively-led people to develop the best products, services, and solutions.