Vendor Performance Manager, Enterprise Operations

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. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community you will join: The Enterprise Operations team is responsible for vetting and improving Homes, Services, Experiences and Hotels supply on Airbnb. Our team runs up to 30 programs at a time across 4 vendor teams. The agent work is a wide variety of data annotation, host outreach, AI assessment and listing vetting, with both permanent and short (2-4 week) initiatives. As a Vendor Performance Manager, you will be the primary operational owner for strategic vendor relationships critical to scaling and managing our quality and vetting programs. The difference you will make: You will be responsible for ensuring our vendors meet and exceed service level agreements (SLAs), drive continuous performance improvement, and maintain strict adherence to Airbnb’s quality standards. This role requires a strong blend of analytical rigor, negotiation skills, and a passion for operational excellence within a global vendor network. A Typical Day: Performance Management & Reporting • KPI & SLA Oversight: Own the end-to-end performance of key operational vendors, developing, tracking, and reporting on critical metrics related to quality, efficiency, compliance, and cost. • Data Analysis: Conduct deep-dive analysis on vendor data to identify root causes of performance gaps, service failures, and emerging trends. Translate complex data into actionable insights for both internal stakeholders and vendor leadership. • Operational Process Optimization: Maximize effectiveness by streamlining workflows, optimizing reporting, and ensuring data accuracy to boost internal operational efficiency. • Establish Scalable Infrastructure: Proactively architect scalable operations for all new initiatives and pilots. Partner with planning teams to ensure vendor capacity is fully aligned with short-term and long-term business forecasts. • Business Reviews: Lead and facilitate business reviews with vendor partners, driving accountability and documenting clear action plans for improvement and growth. • Forecasting & Capacity: Partner with internal planning teams to ensure vendor capacity aligns with short-term and long-term business forecasts. Strategic Partnerships & Improvement • Continuous Improvement: Identify, scope, and lead process improvement projects with vendors, focusing on enhancing quality, reducing operational friction, and improving the overall host experience. • Contract Adherence: Ensure vendors strictly comply with all contractual agreements, security requirements, and policy updates. • Risk Mitigation: Proactively identify and mitigate operational and compliance risks within the vendor ecosystem. Internal Stakeholder Management • Serve as the operational liaison between vendors and internal teams (e.g., Program Managers, Product, Policy, Legal, Training, Finance). • Synthesize vendor feedback and performance to inform product and policy development. • Provide regular updates to senior leadership on vendor performance and impact. Your Expertise: • 10-18 years of professional experience, with at least 5 or more years focused on vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment. • Strong Analytical Skills: Proven ability to analyze large datasets, synthesize performance trends, and use data tools (e.g., Excel, Google Sheets, SQL proficiency strongly preferred) to drive decisions. • Technology & CRM Proficiency: Deep working knowledge of CRM systems (e.g. Salesforce, Airtable) and enablement tools (training, QA) to optimize processes and efficiency. • Operational Excellence: Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks (e.g., Lean, Six Sigma). • Communication & Influence: Exceptional written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders at all levels, both internally and externally. • Project Management: Experience managing complex operational projects with clear timelines, deliverables, and cross-functional dependencies. Preferred - • Experience in the Tech, Travel, or Gig/Sharing Economy sectors. • Familiarity with two-sided marketplace dynamics and the complexities of host/guest support. • Experience launching new programs or standing up operations with a vendor from scratch. 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.