Most Loved Workplace® Certified Job

Senior Manager, Vendor Operations & Customer Support

Assessed by Most Loved Workplace®

92% of candidates apply because they are a Most Loved Workplace®

Dublin, Ireland

Community Support

About the Role

At Airbnb, a Most Loved Workplace® certified employer in the Travel & Hospitality space, Belong Anywhere: Connect Through Travel, Community, and Trust.

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.</span></p></div><p>Every year, millions of guests and Hosts across EMEA and LATAM reach out to us at moments that matter, a booking that fell through, a stay that didn't go to plan, a question that needs a clear answer in their own language. How we show up in those moments decides whether they come back.</p>

<p>We're looking for a senior operations leader to own that outcome. You'll lead a network of outsourced BPO partners delivering customer support across one of Airbnb's most complex regions, and you'll be accountable for the quality our community actually experiences, measured above all by NPS.</p>

<p>This is a performance leadership role, not an administrative one. You'll build the frameworks, insight loops and performance culture that genuinely move partner performance, and you'll lead a team of Partner Operations Managers who make that happen across every language, market and site.</p>

<h2>What we're looking for:</h2>

<ul>

<li>Deep experience managing outsourced BPO partners and vendor relationships across multiple locations, ideally spanning EMEA, LATAM or another complex multi-region remit</li>

<li>A proven track record of improving customer experience metrics at scale (NPS or CSAT), not just reporting on them</li>

<li>Strong people leadership, including leading managers or senior individual contributors</li>

<li>Comfor

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Why This Is a Most Loved Workplace® Certified Job

What It's Like to Work Here

Globe Global Belonging Mindset

Heart Empathy-Driven Problem Solving

Lightbulb Creative Risk-Taking

Users Community-First Mentality

Zap Ownership and Accountability

Frequently Asked Questions About Working at Airbnb

Common questions candidates ask about this role and Airbnb's workplace

Get an Airbnb for every kind of trip → 8 million vacation rentals → 2 million Guest Favorites → 220+ countries and regions worldwide

Please review the specific job listing or contact Airbnb's recruiting team for details on remote or hybrid work options for this role.

Salary information may vary by role and location. Please check the specific job listing or discuss compensation during the interview process.

Airbnb is an established organization in its industry. The company focuses on maintaining a supportive workplace culture for all employees.

Key benefit categories include: Travel & Flexibility, Health & Wellness, Family & Support, Professional Development, Financial & Equity. You can view more details on their CertCheck profile.

The day-to-day environment is guided by core values such as Global Belonging Mindset and Empathy-Driven Problem Solving and Creative Risk-Taking.

The company has committed to inclusive practices including: Mission-Driven Culture and Genuine Flexibility and Trust.

Airbnb has a supportive and collaborative culture, recognized as a loved place to work by its team members.

Airbnb currently has 154 open positions. They are hiring across departments like Business Development, Legal, Financial Planning and Analysis. You can view all current openings at certcheck.mostlovedworkplace.com/companies/airbnb/jobs.

The interview process typically involves an initial recruiter screen followed by team interviews. Please contact Airbnb's recruiting team for specific details on this role's process.