Senior Manager, Vendor Operations & Customer Support

Dublin, IrelandOn site6 days ago

Job description

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. ## What you'll do ## What you'll bring 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 a dashboard - Experience operating in a global, matrixed, multicultural organisation - Degree in business or a 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 how to deploy it without eroding trust Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, ## Benefits , and Employee Travel Credits. Ireland Annual Pay Range €124.000 — €155.000 EUR Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb. ## About the company Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. 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. …