Senior Manager, Vendor Operations, Customer Support

🔥 51 minutes ago

🇮🇪 Ireland – Remote

💵 €124k - €155k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• 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 performance across NPS, quality, resolution, service level, efficiency and cost • Set performance frameworks and a standardised operating playbook across sites and markets • Lead monthly and quarterly business reviews with partner and Airbnb senior leadership • Diagnose performance gaps and drive time-bound improvement plans with measurable NPS outcomes • Bring customer insights upstream to influence policy, product and process fixes • Test, scale and retire performance interventions • Lead, coach and develop a team of Partner Operations Managers • Build an inclusive, resilient team culture across cultures, languages and time zones • Work across regions and shared services within Community Support • Partner with Workforce Management, Quality, Learning & Development, and Country & Business Operations teams • Support strategic customer experience initiatives and share external best practices • Partner with Country & Business Operations on market-specific initiatives that build trust and drive repeat business • Translate market-level priorities into support delivery decisions and support insight into market strategy • Deliver operational execution plans for peak travel periods

🎯 Requirements

• 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 • Preferred: Onshore and offshore delivery experience • Preferred: Additional language relevant to the region (Spanish, Portuguese, French, German or Italian) • Preferred: Experience in a marketplace, travel or two-sided platform business • Preferred: Familiarity with AI and automation in customer support and how to deploy it without eroding trust

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits eligibility • Employee Travel Credits • Reasonable accommodations throughout the recruitment process for applicants with disabilities