Strategic Sourcing, Manager - Community Support (Contact Center)

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 Strategic Sourcing team is part of Airbnb’s Global Procurement organization and plays a key role in enabling Airbnb to operate efficiently and scale sustainably. We partner closely with internal stakeholders to design and deliver sourcing strategies that align with Airbnb’s business priorities while driving innovation, value, and stakeholder success.
• We are a collaborative, forward-thinking team that embraces an AI-first mindset — leveraging technology, automation, and data to simplify processes and unlock new efficiencies. Guided by Airbnb’s mission to create a world where anyone can belong, we focus on delivering value through curiosity, creativity, and integrity.
• Key cross-functional partners: Finance, Legal, Business Operations.

The Difference You Will Make:

• As the Strategic Sourcing Manager at Airbnb, you will play a high-visibility role impacting Airbnb’s operational efficiency, stakeholder success, and bottom line. You’ll lead end-to-end sourcing and supplier relationship management across key spend areas such as Community Support (Contact Center) services - including global outsourced support operations, vendor strategy, and performance governance - as well as other business operations partners. Acting as a trusted advisor, you’ll bring deep operations, procurement expertise, strategic thinking, and clear communication to influence decisions, mitigate risks, and drive supplier performance.
• You will develop and execute category plans that align with business priorities, identifying opportunities for cost optimization, supplier innovation, and risk mitigation across the BPO category. Success in this role means delivering measurable cost and value improvements, advancing supplier diversity and innovation, and shaping Airbnb’s sourcing strategy to support company growth and operational excellence.
• Identifying and leading initiatives to simplify sourcing and procurement processes.
• Developing new processes or frameworks that enhance effectiveness and business impact.
• Contributing to a culture of operational excellence by sharing best practices and driving measurable improvements.

A Typical Day:

• Partner with business leaders across the organization to understand needs and translate them into sourcing strategies and negotiation plans.
• Conduct and lead end-to-end sourcing activities, including opportunity assessments, RFPs, supplier selection, and complex contract negotiations.
• Analyze spend data and market trends to identify savings, innovation, and risk mitigation opportunities across BPO services and related categories.
• Apply AI tools and automation to streamline data analysis, supplier management, and contract workflows.
• Identify and implement continuous improvement initiatives, simplifying sourcing processes and driving measurable efficiency gains.
• Build and manage supplier relationships to ensure ongoing value delivery, service quality, and alignment with Airbnb’s diversity and sustainability objectives.
• Collaborate cross-functionally with Legal, Finance, and Vendor Management to develop clear commercial terms, ensure compliance, and support sound financial outcomes.
• Serve as a thought partner to stakeholders, offering insights on supplier capabilities, market dynamics, and cost optimization strategies.
• Influence vendors and internal partners to drive innovation, continuous improvement, and long-term value creation, while leading complex negotiations and contracts that mitigate risk, enhance accountability, and maximize total cost of ownership.

Your Expertise:

• 10+ years of procurement or industry experience, ideally managing indirect spend across BPO (Contact Center) services.
• Bachelor’s or advanced degree in Finance, Supply Chain, Business, or a related field.
• Proven ability to lead complex sourcing and negotiation efforts delivering measurable savings and value.
• Experience applying AI or data-driven solutions to simplify procurement processes or optimize workflows.
• Strong analytical, communication, and stakeholder management skills with the ability to influence senior leaders.
• Deep understanding of supplier management, risk mitigation, and contract governance.
• Limited travel may be required (Apply tot his job

Apply To this Job