Senior Manager, Vendor Operations & Customer Support

Dublin · EUR 124-155 / year · 10+ years experience · Posted Oct 1, 2026

At a glance

Airbnb is looking for a senior operations leader to own customer support outcomes across EMEA and LATAM.
You'll lead a network of outsourced BPO partners delivering customer support across one of Airbnb's most complex regions.
This is a performance leadership role where you will build frameworks, insight loops, and a performance culture that moves partner performance, measured above all by NPS.

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 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 Airbnb senior leadership.
Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations.
Diagnose what is genuinely driving performance gaps and turn that diagnosis into robust, clear, time-bound improvement plans with named owners.
Bring the voice of the customer upstream to make the case for fixes in policy, product or process.
Lead, coach and develop a team of Partner Operation Managers, building deep capability in performance diagnosis, partner influence and data fluency.
Partner with Workforce Management, Quality, Learning & Development, to land operational changes that improve customer outcomes.
Partner with Country & Business Operations (CBO) teams on cross-functional, market-specific initiatives that build trust and drive repeat business.

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

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