Global Vendor Ops & CX Lead (NPS-Driven)

Airbnb; Dublin; In loco; EUR 124.000 - 155.000; Tempo pieno

Descrizione del lavoro

Airbnb is seeking a senior operations leader to own customer support outcomes across a network of outsourced partners in EMEA and LATAM. You will set performance frameworks, drive NPS improvements, and lead a team of Partner Operations Managers, aligning with Workforce Management, Quality and Country & Business Operations.

In this high-impact role, you will translate market needs into delivery improvements, manage escalations, and foster a culture of performance, inclusion, and operational

Competenze

• 10+ years in customer support, service delivery or partner/BPO operations.
• Proven track record of improving customer experience metrics at scale (NPS/CSAT).
• Experience managing outsourced partners or vendors and conducting QBRs.

Mansioni

• Own end-to-end customer support delivery across a network of outsourced partners in EMEA and LATAM.
• Hold partners accountable to NPS, quality, resolution, service level, efficiency and cost.
• Set clear performance frameworks and standardized operating playbooks.
• Lead monthly and quarterly business reviews with partner leadership and Airbnb senior leadership.
• Build relationships with leaders to unlock performance and reduce escalations.
• Understand factors affecting performance and balance quality, capacity and cost.

Conoscenze

Outsourced BPO mgmt

Vendor relationships

NPS/CSAT improvement

People leadership

Multi-region markets

Crisis management

Cross-functional collaboration

Descrizione del lavoro

Airbnb is seeking a senior operations leader to own customer support outcomes across a network of outsourced partners in EMEA and LATAM. You will set performance frameworks, drive NPS improvements, and lead a team of Partner Operations Managers, aligning with Workforce Management, Quality and Country & Business Operations.

In this high-impact role, you will translate market needs into delivery improvements, manage escalations, and foster a culture of performance, inclusion, and operational