Prescott Jarrell

Senior Partner Manager, Vendor Operations & Outsourcing - Community Support, Trust & Risk @Airbnb

Portland, OR, US

Manage global network of outsourced employees for Safety, Claims, Trust/Risk and critical support teamsRelationships - owning the identification, launch, and build of strong strategic relationships with world class Business Process Outsourcers across the globe, specializing in customer support from community education, to the most sensitive and high risk customer omni-channel issues. In addition to customer facing support, I identify specialty teams catered to fraud and risk mitigation across multiple on and offline vectors.Scalability - managing budgets up to 55 million USD annually and partnering with key stakeholders, including Capacity and Workforce Planning teams, FP & A, and Operations to develop cost effective and relationship conscious strategies for our global external headcount; managing external headcount, and ramping up to (+-) 250% for seasonal demand; implementing and managing financial, privacy and compliance audits; developing global business contingency plans and crisis response models; and focusing on contingency with our global outsourced network to exceed customer expectations while building a consistent brand tailored to regional nuancesPerformance Management - working with our global network to set and meet competitive targets for productivity, quality, and aggressive customer service level agreements; enabling vendors to have the tools required to succeed, while holding them accountable to contractual agreements and customer success metrics; executing decommission of vendor relationships due to consistent underperformance of business strategy changes; defining objectives and key results and establishing key performance indicators to define success and keep executives informed of top-line metricsPeople Management - leading a team to divide and conquer high stake, long-term initiatives. Capitalizing on strengths represented across a team to drive the overall success and growth of each individual, while accomplishing company targets.

Aarhus University

Bachelor of Science (B.S.), International Business

Oregon State University

Bachelor of Science - BS, Major 1: Business Administration, Management and Operations; Major 2: Marketing/Marketing Management