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Salary: EUR 124,000 - 155,000 / annual
Airbnb is seeking a Senior Manager for Vendor Operations & Customer Support based in Dublin to lead customer support delivery across EMEA and LATAM regions through a network of outsourced BPO partners.
You will own end-to-end customer support delivery spanning multiple channels, languages, and service tiers. This is a performance leadership role focused on building frameworks, insight loops, and performance culture that drive measurable improvements in partner delivery. You'll lead a team of Partner Operations Managers and be accountable for customer experience outcomes, measured primarily by NPS.
Key responsibilities include:
- Leading vendor delivery and performance across the partner network, holding partners accountable to committed metrics (NPS, quality, resolution, service level, efficiency, cost)
- Setting clear, outcomes-driven performance frameworks and standardized operating playbooks for consistency across all sites and markets
- Conducting monthly and quarterly business reviews with partner and Airbnb leadership, moving from reporting to committed actions
- Diagnosing root causes of performance gaps and turning insights into robust, time-bound improvement plans with measurable NPS outcomes
- Bringing customer voice upstream to drive fixes in policy, product, or process where root causes lie
- Leading, coaching, and developing a team of Partner Operations Managers, building capability in performance diagnosis, partner influence, and data fluency
- Collaborating across regions and shared services to ensure strong performance is designed globally
- Partnering with Workforce Management, Quality, Learning & Development, and Country & Business Operations teams on operational changes that improve customer outcomes
- Supporting rollout of strategic customer experience initiatives and providing clear market perspective on feasibility
- Working with CBO teams on market-specific initiatives that build trust and drive repeat business
Success is measured by NPS across EMEA and LATAM at or ahead of target, with supporting outcomes including consistent quality/resolution/service level performance across all partner sites, clear root causes and live improvement plans for every performance gap, efficiency and cost managed within plan, standardized operating playbook adoption with reduced variance between sites, a high-performing and engaged POM team with strong internal mobility, and strong operational execution for peak periods.
REQUIREMENTS:
Required:
- 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 dashboards
- Experience operating in a global, matrixed, multicultural organization
- Degree in business or 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 deployment without eroding trust
