Vendor Performance Manager

🔥 12 hours ago

🇸🇬 Singapore – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 10%

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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 the end-to-end performance of key operational vendors and track/report KPIs and SLAs related to quality, efficiency, compliance, and cost. • Analyze vendor data to identify root causes of performance gaps, service failures, and emerging trends, translating findings into actionable insights. • Streamline CRM workflows, optimize reporting, and ensure data accuracy to improve operational efficiency. • Architect scalable operations for new initiatives and pilots and align vendor capacity with business forecasts. • Lead business reviews with vendor partners, drive accountability, and document action plans. • Identify and lead vendor process-improvement projects to enhance quality, reduce operational friction, and improve host/guest experience. • Ensure compliance with contracts, security requirements, and policy updates. • Identify and mitigate operational and compliance risks across the vendor ecosystem. • Serve as operational liaison between vendors and Product, Policy, Legal, Training, and Finance teams. • Synthesize vendor feedback and performance to inform product development and the Homes business. • Provide senior leadership with regular updates on vendor performance and impact.

🎯 Requirements

• 10+ years of professional experience, with at least 5 years focused on vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment. • Proven ability to analyze large datasets, synthesize performance trends, and use data tools such as Excel and Google Sheets; SQL proficiency strongly preferred. • Deep working knowledge of CRM systems, especially Salesforce, and sales enablement tools such as MixMax and Gong. • Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks such as Lean and Six Sigma. • Exceptional written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders at all levels, internally and externally. • Experience managing complex operational projects with clear timelines, deliverables, and cross-functional dependencies. • Experience in the Tech, Travel, or Gig/Sharing Economy sectors preferred. • Familiarity with two-sided marketplace dynamics and host/guest support complexities preferred. • Experience launching new programs or standing up operations with a vendor from scratch preferred.

🏖️ Benefits

• Airbnb commitment to inclusion and belonging • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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