Vendor Performance Manager

Airbnb

. Own the end-to-end performance of key operational vendors .

Posted 11/4/2026full-timeRemote • SingaporeSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in vendor management and operational performance, with a strong focus on data analysis, compliance, and process improvement. Capable of translating complex data into actionable insights and leading cross-functional projects to enhance operational efficiency.

Highest-signal resume keywords

Vendor ManagementData AnalysisCRM Systems (Salesforce)Process Improvement (Lean, Six Sigma)Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisKPI TrackingSLA ReportingSQL ProficiencyOperational Risk Mitigation

Soft Skills

Exceptional CommunicationStakeholder InfluenceProject Management

Tools & Technologies

ExcelGoogle SheetsSalesforceMixMaxGong

Industry Keywords

Vendor PerformanceContact Center OperationsQuality AssuranceTwo-Sided MarketplaceGig Economy

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own the end-to-end performance of key operational vendors
Develop, track, and report KPIs and SLAs related to quality, efficiency, compliance, and cost
Analyze vendor data to identify root causes of performance gaps, service failures, and emerging trends
Translate complex data into actionable insights for internal stakeholders and vendor leadership
Streamline CRM workflows, optimize reporting, and ensure data accuracy
Architect scalable operations for new initiatives and pilots
Partner with planning teams to align vendor capacity with business forecasts
Lead business reviews with vendor partners and document action plans
Lead vendor process improvement projects to enhance quality, reduce operational friction, and improve host/guest experience
Ensure compliance with contracts, security requirements, and policy updates
Identify and mitigate operational and compliance risks
Serve as liaison between vendors and Product, Policy, Legal, Training, and Finance teams
Synthesize vendor feedback and performance to inform product development and the Homes business
Provide regular updates to senior leadership on vendor performance and impact

Requirements

What you’ll need

10+ years of professional experience, with at least 5 years focused on vendor management, supplier relationship management, or outsourced operations performance in a high-volume, global environment
Proven ability to analyze large datasets, synthesize performance trends, and use data tools such as Excel and Google Sheets; SQL proficiency strongly preferred
Deep working knowledge of CRM systems, especially Salesforce, and sales enablement tools such as MixMax and Gong
Deep understanding of contact center operations, quality assurance methodologies, and process improvement frameworks such as Lean and Six Sigma
Exceptional written and verbal communication skills, with the ability to present complex information clearly and influence stakeholders at all levels, internally and externally
Experience managing complex operational projects with clear timelines, deliverables, and cross-functional dependencies
Preferred: experience in the Tech, Travel, or Gig/Sharing Economy sectors
Preferred: familiarity with two-sided marketplace dynamics and host/guest support complexities
Preferred: experience launching new programs or standing up operations with a vendor from scratch

Benefits

Comp & perks

Airbnb provides reasonable accommodations throughout the recruitment process for applicants with disabilities
Airbnb recruiters never ask candidates to pay a fee, send money, deposit or cash a check, or purchase work-related equipment during the interview process