The opportunity
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…
What you'll do
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 they're looking for
- 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