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Senior Operations Manager for Airbnb - Portugal

Req ID#:  272328

Lisboa, Portugal, PT

Senior Operations Manager for Airbnb - Portugal


Learn, Lead & Grow at Sitel Group®


We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.


  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It’s about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people’s innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.


About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 100,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.


Come and work with us.


We are looking for a Senior Operation Manager to lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI’s across the site.


Airbnb is a trusted online community marketplace for unique accommodation around the world, united to create a world where anyone can belong anywhere.


As a Senior Operations Manager in this project, your daily responsibilities will include:

  • Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
  • Line management responsibility for campaign Operations Managers.
  • Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
  • Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
  • Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
  • Management of any campaign migration or new business implementation.
  • To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
  • Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
  • Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
  • Co-ordination of responses to any client change control requests.
  • Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
  • Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
  • Management of any client escalations relating to the Operational team’s performance.


To succeed in the role, you will need to have:

  • Native our proficient English (mandatory)
  • Other European language will be a plus
  • Four or more year’s directly related experience including two or more years Team Management experience.
  • Track record demonstrating successful customer relationship management.
  • At least 12 months of experience as Operations Manager.
  • Strong leadership skills with ability to manage large groups of people.  
  • Strong verbal/written communication and facilitation skills.  
  • Strong interpersonal skills. 
  • Customer relationship management skills. 
  • Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
  • Effective problem solving skills.
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to Portugal


Education and experience

  • Degree in Business Administration/Management or equivalent combination of education and directly related experience.
  • Previous relevant experience as Operations Manager


Specific Requirements (when necessary)

  • Availability to travel
  • Out-of-hours support




What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.


  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture


Join the #SitelLife


Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there!


Apply today!


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