Vendor Performance Manager, APAC (Sales Focus)

About the role

Airbnb's Vendor Performance Management team oversees a network of high-performing vendor partners delivering value across the CBO organization. The Workforce and Vendor Excellence team generates supply so guests can book vetted local professionals directly in the Airbnb app. As Vendor Performance Manager, you will be the primary operational owner of strategic vendor relationships for the Homes program, ensuring vendors meet and exceed service level agreements, improve performance continuously and adhere to quality standards.

Key responsibilities

• Own end-to-end performance of key vendors, tracking and reporting quality, efficiency, compliance and cost metrics
• Analyze vendor data to find root causes of performance gaps and turn findings into actionable insights
• Streamline workflows and reporting to maximize CRM effectiveness and operational efficiency
• Design scalable operations for new initiatives and pilots, aligning vendor capacity with business forecasts
• Lead business reviews with vendors and drive accountability through documented action plans
• Lead process improvement projects, ensure contractual and security compliance, and mitigate operational and compliance risks
• Act as the operational liaison between vendors and internal teams such as Product, Policy, Legal, Training and Finance, and update senior leadership on vendor performance

Required profile

• 10+ years of professional experience, including at least 5 years in vendor management, supplier relationship management or outsourced operations performance in a high-volume, global environment
• Deep understanding of contact center operations, quality assurance and process improvement frameworks such as Lean and Six Sigma
• Exceptional written and verbal communication, able to influence stakeholders at all levels
• Experience managing complex operational projects with clear timelines, deliverables and cross-functional dependencies

Required skills

• Strong analytical skills with data tools; SQL proficiency strongly preferred
• CRM systems, especially Salesforce, and sales enablement tools such as MixMax and Gong
• Preferred: experience in tech, travel or gig/sharing economy sectors, two-sided marketplace dynamics, and launching new programs with a vendor from scratch