Senior Vendor Ops & Customer Experience Lead

Openkrill; United States; Remote; USD 139.000 - 174.000; Vollzeit

Zusammenfassung

Airbnb is seeking a senior operations leader to own customer support outcomes across outsourced partners in a multi-language, multi-market setting. You will build performance frameworks and lead a team of Partner Operations Managers who drive NPS and CSAT improvements at scale.

You'll collaborate with Workforce Management, Quality, and Country/Business Operations to implement strategic CX initiatives and ensure consistent delivery globally.

Qualifikationen

• 10+ years in customer support, service delivery or partner/BPO operations.
• Proven track record improving customer experience metrics at scale.
• Experience managing outsourced partners with performance accountability.

Aufgaben

• Lead end-to-end customer support delivery across outsourced partners in EMEA and LATAM.
• Set outcomes-driven performance frameworks and standardised playbooks.
• Lead quarterly business reviews with partner leadership and Airbnb executives.
• Build cross-functional relationships to drive performance improvements.
• Grow a high-performing team of Partner Operations Managers.

Kenntnisse

Customer support leadership

Vendor management

NPS/CSAT optimization

People leadership

Cross-functional collaboration

Global/multi-region operations

Data analysis

Ausbildung

Degree in business or related field

Jobbeschreibung

Airbnb is seeking a senior operations leader to own customer support outcomes across outsourced partners in a multi-language, multi-market setting. You will build performance frameworks and lead a team of Partner Operations Managers who drive NPS and CSAT improvements at scale.

You'll collaborate with Workforce Management, Quality, and Country/Business Operations to implement strategic CX initiatives and ensure consistent delivery globally.