124K–155K EUR / year
Senior Manager, Vendor Operations & Customer Support
OperationsOn-site — Dublin, Ireland
Published on 2026-10-01
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About this role
The Senior Manager will lead vendor operations and customer support for Airbnb in EMEA and LATAM. This role involves managing outsourced partnerships, driving performance improvements, and enhancing customer experience metrics such as NPS.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
What you'll do
- Lead vendor delivery and performance across multiple regions
- Hold partners accountable for service levels and quality
- Develop performance frameworks and operating playbooks
- Conduct business reviews with partner leadership
- Drive improvements in customer experience metrics
- Manage a team of Partner Operations Managers
- Collaborate with internal teams for operational changes
- Foster a strong team culture
What we're looking for
- 10+ years' experience in customer support or BPO operations
- Proven track record in improving customer experience metrics
- Experience managing outsourced partners
- Strong analytical skills for data interrogation
- Experience in a multicultural organization
- Degree in business or related field
Nice to have
- Experience across EMEA and LATAM
- Onshore and offshore delivery experience
- Additional languages (Spanish, Portuguese, etc.)
- Experience in marketplace or two-sided platforms
- Familiarity with AI in customer support