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Principal, Community Support, Strategic Finance

15 hours, 51 minutes ago
United States
Full-time
Lead
Financial Analyst
Operations
SQL
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 73

Description

  • Build and refine frameworks to measure ROI and cost-effectiveness of Community Support technology investments.
  • Develop financial and strategic analyses for support models, AI impact, and unit economics, including cost, retention, and contribution margin impact.
  • Own CS Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking, including software usage, budget vs. actuals, and contract terms.
  • Own and continuously refine financial models for budgeting, monthly forecasting, long-range planning, and scenario analysis.
  • Provide financial analysis and deal support for negotiations with technology vendors to secure optimal pricing and contract terms.
  • Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking.
  • Monitor customer support industry trends and emerging technologies, including AI in customer service, to identify risks and opportunities proactively.
  • Advise Community Support leadership and contribute to cross-functional discussions across Product, Engineering, Finance, and Operations.

Requirements

  • 10+ years of relevant experience in strategic finance, investment banking, management consulting, or a technically rigorous strategy role.
  • Meaningful exposure to customer support, technology-driven operations, or product organizations is ideally preferred.
  • Executive presence and exceptional communication skills with the ability to influence senior stakeholders.
  • Strong financial modeling skills and extensive experience with quantitative and qualitative analysis.
  • Ability to build frameworks from scratch, stress-test assumptions, and size complex opportunities with incomplete data.
  • Experience thriving in ambiguous environments and delivering actionable, business-impacting recommendations.
  • Familiarity with SQL or willingness to learn.
  • Ability to independently extract, manipulate, and analyze large datasets and develop executive-level strategic narratives.
  • Familiarity with data visualization software is a plus.
  • Familiarity with program economics or tiered service models is a plus.
  • Experience at a scaled marketplace, platform, or technology company with a global customer support operation is a plus.
  • Must live in a state where Airbnb, Inc. has a registered entity; role is US remote eligible with occasional office or offsite travel as needed.

Benefits

  • Base pay range of $168,000 to $206,000 USD.
  • Role may be eligible for bonus.
  • Role may be eligible for equity.
  • Role may be eligible for benefits.
  • Role may be eligible for Employee Travel Credits.
  • US remote-eligible work arrangement.
  • Occasional office or offsite work as agreed with manager.

Interested in this position?

Apply directly on the company website

Apply Now

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