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 Vendor Performance Management team is responsible for generating supply to enable guests to book vetted
local professionals directly in the Airbnb app. As a Vendor Performance Manager, you will be the primary operational owner for
strategic vendor relationships critical to scaling and managing the Homes program.
The difference you
will make:
You will be responsible for ensuring our vendors meet and exceed performance expectations, drive
continuous performance improvement, and maintain strict adherence to Airbnb’s quality standards. This role requires a strong blend
of analytical rigor, sales 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+ 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 (especially Salesforce) and sales enablement tools (MixMax, Gong) to optimize sales processes and
operational 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.
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 inclusive of allowances and is subject to
change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs,
benefits, and Employee Travel Credits.
India Annual Pay Range