As an Account Manager at Holidu, you will be responsible for managing a portfolio of high-performing hosts in Bavaria. You will be their strategic business partner, working closely with them to drive revenue growth and increase bookings.
\nYour role will involve analyzing performance data, identifying growth opportunities, and developing strategies to increase revenue. You will also be responsible for optimizing listings, advising on pricing and availability, and ensuring your partners maximize bookings and revenue.
\nYou will work independently to launch targeted email campaigns to activate and develop your accounts. You will also organize host events to build a strong regional network and strengthen relationships with our partners.
\nYou will work closely with our sales managers to onboard new hosts, ensuring their listings are optimized, successfully listed, and aligned with growth goals.
\nYou will exchange best practices and knowledge with DACH and international account managers to ensure a seamless transfer of knowledge within the Holidu community.
\nKey responsibilities include:
\nRequirements include:
\nWorking at Holidu means being part of a dynamic team that is passionate about making a difference in the travel industry. We offer a range of benefits, including travel discounts, fitness rebates, and other perks that will keep you energized and motivated. Join us and be part of a team that is shaping the future of travel!
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\nPerformance & SLA Management: Monitor day-to-day vendor and contractor performance against SLAs and KPIs across all partner sites; surface risks early and drive corrective action Run weekly and monthly performance reviews with vendor site leads; track trends and follow through on action items Partner with Support Operations and WFM on capacity, scheduling, and shrinkage issues that affect SLA attainment Escalate persistent performance issues to the Vendor Management Lead with clear data and recommended next steps
\nQuality Program: Run the quality program for vendor and contractor agents: calibration sessions, audits, and scorecards aligned to Anthropic's standards for accuracy, safety, and brand voice Close the loop between QA findings and coaching, partnering with vendor site leads on agent-level performance Track CSAT and quality trends and translate them into concrete improvement plans
\nKnowledge Transfer & Enablement: Own the knowledge transfer process for new product launches, feature releases, and policy changes , making sure vendor and contractor teams are ready on day one Maintain vendor- and contractor-facing resources (runbooks, macros, knowledge base articles, training materials) and keep them current as products evolve Partner with Support Operations and Learning & Enablement to deliver ongoing enablement and refresher training Serve as the day-to-day point of contact for vendor and contractor questions on product, process, and tooling
\nNice to Have: Experience with tiered or paid enterprise support models Familiarity with AI-augmented support workflows Background working with follow-the-sun vendor operations across AMER, EMEA, and APAC Experience with Intercom or similar support tooling
\nThe annual compensation range for this role is $165,000-$210,000 USD.
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\nLOCATION: San Francisco, CA | New York City, NY
\nROLE DETAILS
\nAs the Support Vendor Operations Manager, you'll be the program management engine behind Anthropic's vendor and contractor operations , driving day-to-day performance, SLA attainment, quality, and knowledge transfer across our partner sites.
\nYOU WILL
\nMonitor day-to-day vendor and contractor performance against SLAs and KPIs across all partner sites; surface risks early and drive corrective action
\nRun weekly and monthly performance reviews with vendor site leads; track trends and follow through on action items
\nPartner with Support Operations and WFM on capacity, scheduling, and shrinkage issues that affect SLA attainment
\nEscalate persistent performance issues to the Vendor Management Lead with clear data and recommended next steps
\nQUALITY PROGRAM
\nRun the quality program for vendor and contractor agents: calibration sessions, audits, and scorecards aligned to Anthropic's standards for accuracy, safety, and brand voice
\nClose the loop between QA findings and coaching, partnering with vendor site leads on agent-level performance
\nKNOWLEDGE TRANSFER & ENABLEMENT
\nOwn the knowledge transfer process for new product launches, feature releases, and policy changes , making sure vendor and contractor teams are ready on day one
\nMaintain vendor- and contractor-facing resources (runbooks, macros, knowledge base articles, training materials) and keep them current as products evolve
\nPartner with Support Operations and Learning & Enablement to deliver ongoing enablement and refresher training
\nSERVE AS THE DAY-TO-DAY POINT OF CONTACT FOR VENDOR AND CONTRACTOR QUESTIONS ON PRODUCT, PROCESS, AND TOOLING
\nWHAT WE'RE LOOKING FOR
\n3–6 years of experience in support operations, vendor/BPO program management, or a related operational role
\nTrack record of driving performance against SLAs and quality metrics in a customer support environment
\nStrong program management skills , you can run a recurring operating cadence, track action items, and follow through without being chased
\nExperience building and maintaining enablement content (runbooks, KB articles, training materials)
\nComfortable working with data to spot trends and tell a clear story about performance
\nEXCELLENT CROSS-FUNCTIONAL COLLABORATION SKILLS , YOU'LL WORK CLOSELY WITH VENDOR SITE LEADS, SUPPORT OPS, L&D, AND PRODUCT TEAMS
\nGENUINE CURiosity ABOUT AI AND ENTHUSIASM FOR HELPING ANTHROPIC'S CUSTOMERS SUCCEED
\nNICE TO HAVE
\nExperience with tiered or paid enterprise support models
\nFamiliarity with AI-augmented support workflows
\nBACKGROUND WORKING WITH FOLLOW-THE-SUN VENDOR OPERATIONS ACROSS AMER, EMEA, AND APAC
\nEXPERIENCE WITH INTERCOM OR SIMILAR SUPPORT TOOLING
\nLOGISTICS
\nMinimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
\nRequired field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
\nMinimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
\nLOCATION-BASED HYBRID POLICY: CURRENTLY, WE EXPECT ALL STAFF TO BE IN ONE OF OUR OFFICES AT LEAST 25% OF THE TIME. HOWEVER, SOME ROLES MAY REQUIRE MORE TIME IN OUR OFFICES.
\nVISA SPONSORSHIP: WE DO SPONSOR VISAS! HOWEVER, WE AREN'T ABLE TO SUCCESSFULLY SPONSOR VISAS FOR EVERY ROLE AND EVERY CANDIDATE. BUT IF WE MAKE YOU AN OFFER, WE WILL MAKE EVERY REASONABLE EFFORT TO GET YOU A VISA, AND WE RETAIN AN IMMIGRATION LAWYER TO HELP WITH THIS.
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\nWhat you'll do
\nProvide advanced technical support for EDA PnR tools, addressing complex customer issues and ensuring customer satisfaction.
\nTake ownership of PPA (Performance, Power, Area) optimization initiatives, working directly with customers to drive improvements as needed.
\nServe as a primary point of contact for key accounts, engaging directly with customers to understand requirements, address escalations, and ensure successful adoption of solutions.
\nCollaborate with regional managers and teams across APAC, US, India and other geographies to coordinate support activities and share best practices.
\nActively contribute to strategies that secure and expand market share by understanding competitive landscape and building strong customer relationships.
\nDevelop and share technical documentation, lead knowledge transfer, and mentor junior team members.
\nWhat you need
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