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The Enterprise Operations Workforce Management team is responsible for partnering with third party vendors to acquire and manage hosts on the Airbnb platform. As a Vendor Performance Manager, you will be the primary operational owner for strategic vendor relationships critical to scaling and managing the Homes program.
Job Responsibility:
Lead portfolio‑level performance programs and governance across multiple strategic vendors
Translate complex operational signals into executive‑ready narratives and recommendations
Structure and drive cross‑functional initiatives with Policy, Legal, Product, Finance, and Enablement
Conduct deep‑dive analyses to identify root causes, drive accountability, and land corrective actions
Develop and negotiate trade‑off recommendations with senior stakeholders
Own regular business reviews across the vendor portfolio
Ensure adherence to contractual, security, and policy requirements
Serve as the point of escalation for high‑impact issues
Establish operating rhythms and executive‑ready reporting
Provide functional guidance and mentorship to junior team members or cross-functional partners
Requirements:
10+ years of professional experience
5+ years in vendor management, supplier relationship management, or outsourced operations performance in high‑volume, global environments
Proven track record leading programs with notable risk and complexity
Recognized expertise in vendor/outsourced performance
Analytical judgment under ambiguity
Advanced BI/spreadsheet skills with SQL preferred
Deep working knowledge of CRM (Salesforce) and sales enablement tools (e.g., MixMax, Gong)
Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks (e.g., Lean, Six Sigma)
Exceptional written and verbal communication
Experience managing complex operational projects with clear timelines, deliverables, and cross‑functional dependencies