Senior Manager, Vendor Operations & Customer Support

United States Digital Space LLC; Dublin; On-site; EUR 120,000 - 180,000; Full time

Job summary

United States Digital Space LLC is seeking a senior operations leader to own outsourced BPO partner performance across EMEA and LATAM, driving customer experience and NPS at scale. You will build frameworks, insights and a performance culture that elevate partner results and lead a team of Partner Operations Managers across languages, markets and sites.

What you'll do includes leading vendor delivery, holding partners to commitments, establishing standardized playbooks, and driving

Qualifications

• 10+ years in customer support or partner/ops leadership.
• Proven track record improving customer experience metrics at scale.
• Experience managing outsourced partners and vendor relationships.
• Experience leading managers or senior individual contributors.
• Strong analytical ability and data fluency.

Responsibilities

• Lead vendor delivery and performance across a network of partners in EMEA and LATAM.
• Hold partners accountable to NPS, quality, SLA, and cost with tough conversations when needed.
• Set and standardize operating playbooks to ensure consistency across sites.
• Lead business reviews with partner leadership and senior company leadership.
• Build relationships across the business to unlock performance and drive improvements.
• Diagnose root causes of performance gaps and create time-bound improvement plans.
• Grow and develop a high-performing Partner Operations Manager team.
• Collaborate with Workforce Management, Quality, Learning & Development to land changes.

Skills

Outsourced BPO management

Leadership of managers

Cross-functional collaboration

Multi-region experience

Incident/crisis management

Education

Degree in business or related field

Job description

the company was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Every year, millions of guests and Hosts across EMEA and LATAM reach out to us at moments that matter, a booking that fell through, a stay that didn't go to plan, a question that needs a clear answer in their own language. How we show up in those moments decides whether they come back.

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

This is a performance leadership role, not an administrative one. You'll build the frameworks, insight loops and performance culture that genuinely move partner performance, and you'll lead a team of Partner Operations Managers who make that happen across every language, market and site.

What we're looking for:

• 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), not just reporting on them

• 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, knowing who to pull in across the business and how to drive resolution

• Strong cross-functional collaboration, working closely with internal teams such as Workforce Management, Quality, and Country & Business Operations to land changes that improve outcomes

What you'll do

Lead vendor delivery and performance

• Own end-to-end customer support delivery across a network of outsourced partners in EMEA and LATAM, spanning multiple channels, languages and service tiers

• Hold partners accountable to committed performance across NPS, quality, resolution, service level, efficiency and cost, including the difficult conversations when results fall short

• Set clear, outcomes-driven performance frameworks and a standardised operating playbook so delivery is consistent across every site and market

• Lead monthly and quarterly business reviews with partner leadership and the company senior leadership, moving the conversation from reporting to committed, dated actions and updates on progress across key initiatives and objectives

• Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations

• Understand all the contributing factors of performance and make deliberate trade-offs between quality, capacity and cost

Raise the bar on NPS through insight

• Diagnose what is genuinely driving performance gaps, market, language, tier, partner, agent tenure, contact driver, policy or product and separate signal from noise

• Turn that diagnosis into robust, clear, time-bound improvement plans with named owners, and drive them to a measurable NPS outcome

• Bring the voice of the customer upstream: where the root cause sits in policy, product or process, make the case for the fix with evidence

• Test, scale and retire performance interventions with discipline, so what works becomes standard and what doesn't is stopped quickly

Grow a strong team

• Lead, coach and develop a team of Partner Operation Managers, building deep capability in performance diagnosis, partner influence and data fluency

• Set clear expectations and a high bar, give direct and useful feedback, and create real development paths for your team

• Build a team culture that is inclusive, curious and resilient, working effectively across many cultures, languages and time zones

• Grow your own successors , make the team stronger than you found it

Collaborate to make performance consistent

• Work across regions and shared services within Community Support so strong performance is designed in globally, not rebuilt locally

• Partner with Workforce Management, Quality, Learning & Development, to land the operational changes that improve customer outcomes

• Support the rollout and adoption of strategic customer experience initiatives, and be a clear voice for what will and won't work in market

• Adopt and share external best practice in partner performance management

Drive trust and repeat business at market level

• Partner with the Country & Business Operations (CBO) teams on cross-functional, market-specific initiatives that build trust and drive repeat business

• Translate market-level commercial and community priorities into support delivery decisions and translate support insight back into market strategy

• Bring local nuance into a global operating model: what earns trust in one market is not what earns trust in another, and the plan should reflect that

What success looks like

Headline metric: NPS across EMEA and LATAM supported languages, at or ahead of target.

Supporting outcomes:

• Quality, resolution and service level performance consistently meeting commitments across every partner site

• Every performance gap has a clear, evidenced root cause and a live plan with a named owner and a date

• Efficiency and cost-per-contact managed within plan, without trading away customer experience

• A standardised operating playbook adopted across the partner network, with measurably less variance between sites

• A high-performing, engaged POM team with strong internal mobility

• Strong operational execution plans for peak travel periods

• Market-level trust and repeat-business initiatives delivered with CBO, with measurable impact

What you'll bringRequired

• 10+ years' experience in customer support, service delivery or partner/BPO operations, including significant time at 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, not only consuming a dashboard

• Experience operating in a global, matrixed, multicultural organisation

• Degree in business or a related field, or equivalent practical experience

Preferred

• Experience across both EMEA and LATAM, or another multi-region remit

• Onshore and offshore delivery experience

• Additional language relevant to the region (Spanish, Portuguese, French, German or Italian)

• Experience in a marketplace, travel or two-sided platform business

• Familiarity with AI and automation in customer support and how to deploy it without eroding trust

Our Commitment To Inclusion & Belonging: