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 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