Vendor Performance Manager, Enterprise Operations

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 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.

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.

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.

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