Global Partner Operations Lead (EMEA & LATAM)

airbnb, Inc.; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Employee Travel Credits

Bonus potential

Benefits

Job summary

Airbnb is seeking a senior operations leader to own outcomes for guest and host support across a network of outsourced partners in EMEA and LATAM. You will build performance frameworks, lead Partner Operations Managers, and collaborate with Workforce Management, Quality, and Country & Business Operations to improve customer outcomes.

You will diagnose root causes, design measurable improvement plans, and drive a culture of performance.

Qualifications

• 10+ years in customer support, service delivery or partner/BPO operations at senior level.
• Proven track record of owning and improving customer experience metrics (NPS/CSAT).
• Experience managing outsourced partners with performance management and QBR ownership.
• Experience in a global, matrixed, multicultural organisation.
• Degree in business or related field or equivalent practical experience.

Responsibilities

• Own end-to-end customer support delivery across a network of outsourced partners in EMEA and LATAM.
• Hold partners accountable to performance across NPS, quality, resolution, SLA, efficiency and cost.
• Set frameworks and playbooks to ensure consistent delivery across sites and markets.
• Lead monthly and quarterly business reviews with partner leadership and Airbnb executives.
• Build relationships across the business to unlock performance and drive improvements.
• Diagnose performance gaps and develop time-bound improvement plans with owners.

Skills

Leadership

Vendor management

Customer experience

Data analysis

Global/matrix orgs

Cross-functional collaboration

Incident management

Education

Degree in business or related field

Job description

Airbnb is seeking a senior operations leader to own outcomes for guest and host support across a network of outsourced partners in EMEA and LATAM. You will build performance frameworks, lead Partner Operations Managers, and collaborate with Workforce Management, Quality, and Country & Business Operations to improve customer outcomes.

You will diagnose root causes, design measurable improvement plans, and drive a culture of performance.