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.
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.
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.
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.
What we're looking for:
- Deep experience managing outsourced BPO partners and vendor relationships across multiple locations, ideally spanning EMEA, LATAM or another complex multi-region remit
- A proven track record of improving customer experience metrics at scale (NPS or CSAT), not just reporting on them
- Strong people leadership, including leading managers or senior individual contributors
- Comfort operating across multiple markets and languages in a fast-moving, ambiguous environment
- Experience leading through operational incidents or crises, knowing who to pull in across the business and how to drive resolution
- Strong cross-functional collaboration, working closely with internal teams such as Workforce Management, Quality, and Country & Business Operations to land changes that improve outcomes
What you'll do
Lead vendor delivery and performance
- 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 the 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, moving the conversation from reporting to committed, dated actions and updates on progress across key initiatives and objectives
- Build relationships with leaders across the business and use them to unlock performance rather than to manage escalations
- Understand all the contributing factors of performance and make deliberate trade-offs between quality, capacity and cost
Raise the bar on NPS through insight
- Diagnose what is genuinely driving performance gaps, market, language, tier, partner, agent tenure, contact driver, policy or product and separate signal from noise
- Turn that diagnosis into robust, clear, time-bound improvement plans with named owners, and drive them to a measurable NPS outcome
- Bring the voice of the customer upstream: where the root cause sits in policy, product or process, make the case for the fix with evidence
- Test, scale and retire performance interventions with discipline, so what works becomes standard and what doesn't is stopped quickly
Grow a strong team
- Lead, coach and develop a team of Partner Operation Managers, building deep capability in performance diagnosis, partner influence and data fluency
- Set clear expectations and a high bar, give direct and useful feedback, and create real development paths for your team
- Build a team culture that is inclusive, curious and resilient, working effectively across many cultures, languages and time zones
- Grow your own successors , make the team stronger than you found it
Collaborate to make performance consistent
- Work across regions and shared services within Community Support so strong performance is designed in globally, not rebuilt locally
- Partner with Workforce Management, Quality, Learning & Development, to land the operational changes that improve customer outcomes
- Support the rollout and adoption of strategic customer experience initiatives, and be a clear voice for what will and won't work in market
- Adopt and share external best practice in partner performance management
Drive trust and repeat business at market level
- Partner with the Country & Business Operations (CBO) teams on cross-functional, market-specific initiatives that build trust and drive repeat business
- Translate market-level commercial and community priorities into support delivery decisions and translate support insight back into market strategy
- Bring local nuance into a global operating model: what earns trust in one market is not what earns trust in another, and the plan should reflect that
What success looks like
Headline metric: NPS across EMEA and LATAM supported languages, at or ahead of target.
Supporting outcomes:
- Quality, resolution and service level performance consistently meeting commitments across every partner site
- Every performance gap has a clear, evidenced root cause and a live plan with a named owner and a date
- Efficiency and cost-per-contact managed within plan, without trading away customer experience
- A standardised operating playbook adopted across the partner network, with measurably less variance between sites
- A high-performing, engaged POM team with strong internal mobility
- Strong operational execution plans for peak travel periods
- Market-level trust and repeat-business initiatives delivered with CBO, with measurable impact
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.
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.
