Technical BA - Vendor Lead

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

Job Description:

  • Interface with CX Vendor Management and ITX to develop vendor partner roadmaps 
  • Directly manage ITX Vendor lead resources for NA and EMEA regions
  • Be technical point of contact for Vendor Partner RFP and Vendor selections.  
  • Ensure technical standards and processes are defined and vendors are in compliance
  • Support the technical operations and vendor management of outsourced contact center partners including IT operations support, change management, incident management, access management and project work.
  • Provide production on-call support (shared responsibility) for systems that support vendors: telecom, networking, CRM, infrastructure and security
  • Interface with contact center vendors for upgrades, testing and new infrastructure implementations.  Provide coordination, communications, scheduling and facilitate engagements between vendors and Airbnb.
  • Partner with CX Vendor Management team to hold regular IT meetings and planning sessions with IT teams at the Airbnb contact center partners.
  • Monitor and measure contact center partners operational metrics which include incidents, availability, capacity and root cause reports.  Update scorecards and consolidate weekly data submissions.
  • Ensure contact center partners comply with contractual IT standards and processes
  • Manage request tickets and follow-ups for partners, including add/change/delete of agent credentials.
  • Interface with IT helpdesk operations to enhance, automate and improve IT processes which interface with the Vendor Management and Contact Centers.
  • Travel as needed to support vendor launches, reviews and audits (anticipated 20% annually but may vary depending on the need).

Required skills and experience:

  • 4+ years supporting contact center IT and telecom operations and projects, ideally with external Outsourced Partners/BPO.
  • Experience managing technical resources
  • Ability to troubleshoot issues involving data networking (TCP/IP), telephony (SIP), and/or web based applications.  TCP/IP networking understanding is required.
  • Experience with ITIL methodologies and processes in-support of Contact Centers
  • Good understanding of LAN and WAN networking functions (circuits, firewalls, proxy servers, etc).
  • Good communication and interpersonal skills.  Must be able to host conference calls and facilitate technical activities and conversations between Airbnb and partner centers.
  • Prior experience with Jira, Confluence and Google Apps prefered
  • Experience with Genesys a plus.

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