Vendor Performance Manager, Enterprise Operations
Airbnb
IndiaPosted 23 days ago
Skill Required
OperationsSalesforceanalyticalsecuritywrittenSQLandAI
Key highlights
- Annual base pay range (India): ₹4,300,000 — ₹6,200,000 INR.
- 10‑18 years of professional experience required, with at least 5 years in vendor management.
- Eligibility for bonus/incentives and equity programs.
- Strong analytical skills with Excel, Google Sheets, and preferably SQL.
- Preferred experience in Tech, Travel, or Gig/Sharing Economy sectors.
- Airbnb emphasizes inclusion, belonging, and a diverse talent pool.
Role overview
Responsibilities
- Ensure vendors meet and exceed service level agreements (SLAs), drive continuous performance improvement, and maintain strict adherence to Airbnb’s quality standards.
- Own the end-to-end performance of key operational vendors, developing, tracking, and reporting on critical metrics related to quality, efficiency, compliance, and cost.
- Conduct deep‑dive analysis on vendor data to identify root causes of performance gaps, service failures, and emerging trends, and translate complex data into actionable insights for internal stakeholders and vendor leadership.
- Maximize effectiveness by streamlining workflows, optimizing reporting, and ensuring data accuracy to boost internal operational efficiency.
- 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.
- Lead and facilitate business reviews with vendor partners, driving accountability and documenting clear action plans for improvement and growth.
- Partner with internal planning teams to ensure vendor capacity aligns with short‑term and long‑term business forecasts.
- Identify, scope, and lead process improvement projects with vendors, focusing on enhancing quality, reducing operational friction, and improving the overall host experience.
- Ensure vendors strictly comply with all contractual agreements, security requirements, and policy updates.
- Proactively identify and mitigate operational and compliance risks within the vendor ecosystem.
- 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.
Requirements
- 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).
- 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.
Nice to have
- 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.
Benefits
- Eligibility for bonus or incentives.
- Participation in one or more equity programs.
- Comprehensive benefits package (unspecified).
- Employee Travel Credits.
- Airbnb’s commitment to inclusion and belonging.
Additional details
- 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.
- The Enterprise Operations team is responsible for vetting and improving Homes, Services, Experiences and Hotels supply on Airbnb, running up to 30 programs at a time across 4 vendor teams.
- The agent work includes 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 role requires a strong blend of analytical rigor, negotiation skills, and a passion for operational excellence within a global vendor network.
- The community you will join focuses on vetting and improving supply across Airbnb’s portfolio.