Global Vendor Ops & Customer Support Leader

Airbnb; Ireland; On-site; EUR 180,000 - 240,000; Full time

Benefits offered by this job

Paid volunteer time

Health food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit

Job summary

Airbnb is seeking a senior operations leader to own partner delivery across outsourced BPO providers in EMEA and LATAM. You will build performance frameworks, drive NPS-focused outcomes, and lead a team of Partner Operations Managers across multiple languages and markets.

You will influence policy, product, and process with data-driven insights, and you will champion efficiency while maintaining superior customer experience at scale.

Qualifications

• Bachelor’s degree or higher in business, operations or related field.
• Proven track record in leading outsourced partnerships and improving CX metrics.
• Strong data fluency and ability to translate insights into action.

Responsibilities

• Lead vendor delivery and performance across outsourced partners.
• Own end-to-end customer support for EMEA and LATAM regions across multiple channels.
• Set and enforce outcomes-driven performance frameworks and playbooks.
• Lead monthly/quarterly business reviews with partner leadership and Airbnb executives.
• Develop and coach a high-performing Partner Operations team.
• Collaborate with WW, Quality, Learning & Development to implement improvements.

Skills

Vendor management

Leadership

Data analytics

NPS/CSAT expertise

Cross-functional collaboration

BPO operations

Multiregion experience

Language capability

Education

Bachelor’s degree in Business or related field

Tools

MS Excel

Analytics platforms

Job description

Airbnb is seeking a senior operations leader to own partner delivery across outsourced BPO providers in EMEA and LATAM. You will build performance frameworks, drive NPS-focused outcomes, and lead a team of Partner Operations Managers across multiple languages and markets.

You will influence policy, product, and process with data-driven insights, and you will champion efficiency while maintaining superior customer experience at scale.