Senior Manager, Vendor Operations & Customer Support
New
A
AirbnbCustomer support operations
Location: Dublin, Ireland
Workplace Type: RemoteFull-TimeManager
SalaryIreland Annual Pay Range €124.000 — €155.000 EUR
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Job Details
- Languages
- Preferred: Additional language relevant to the region (Spanish, Portuguese, French, German or Italian)
- Experience
- 10+ years' experience in customer support, service delivery or partner/BPO operations, including significant time at senior level
- Required Skills
- Data Analysis
Requirements
- 10+ years of experience in customer support, service delivery or partner/BPO operations, including significant time at senior level.
- A proven track record of owning and improving customer experience metrics at scale, ideally NPS or CSAT.
- Substantial experience managing outsourced partners or vendors, with performance management accountability and QBR ownership.
- Experience leading and developing managers or senior individual contributors.
- Strong analytical capability, including interrogating data directly.
- Experience operating in a global, matrixed, multicultural organization.
- A degree in business or a related field, or equivalent practical experience.
- Preferred: experience across EMEA and LATAM or another multi-region remit.
- Preferred: onshore and offshore delivery experience.
- Preferred: an additional language relevant to the region, such as Spanish, Portuguese, French, German or Italian.
- Preferred: marketplace, travel or two-sided platform business experience.
- Preferred: familiarity with AI and automation in customer support and deploying it without eroding trust.
Responsibilities
- Own end-to-end customer support delivery across outsourced partners in EMEA and LATAM.
- Hold partners accountable for NPS, quality, resolution, service level, efficiency and cost commitments.
- Set performance frameworks and a standardized operating playbook across sites and markets.
- Lead monthly and quarterly business reviews with partner and Airbnb leadership, securing dated actions and progress updates.
- Diagnose performance gaps across markets, languages, service tiers, partners, agent tenure, contact drivers, policies and products.
- Turn performance diagnoses into improvement plans with named owners and measurable NPS outcomes.
- Bring customer feedback to internal teams and make evidence-based cases for policy, product or process changes.
- Lead, coach and develop Partner Operations Managers.
- Collaborate with Workforce Management, Quality, Learning & Development, and Country & Business Operations teams on operational improvements.
- Partner with market teams on initiatives to build trust and drive repeat business.
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