Strategic Business Operations Manager - Community Support

3 days, 4 hours ago
Full-time
Lead
Customer and Technical Support
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

Description

  • Design, lead, and continuously optimize the end-to-end global Goodwill program.
  • Own the strategy and roadmap for the Customer Support Goodwill Program in alignment with business and financial goals.
  • Build an operating management system to track program performance across a global network of partner sites.
  • Define success metrics and monitor program effectiveness, customer satisfaction, and financial outcomes.
  • Drive change management, continuous improvement, and operational excellence across the global footprint.
  • Manage goodwill budget targeting and ensure adherence to operational expense targets in partnership with Finance.
  • Report on program health and performance using data-driven insights to senior and executive stakeholders.
  • Assess and mitigate risks related to goodwill practices and ensure compliance with business policies.
  • Coordinate rollout, governance, and communications with cross-functional stakeholders across Delivery, Analytics, Finance, Legal, Product, Trust, and Partner Strategy.
  • Serve as the main point of contact for core product and policy initiatives related to customer goodwill.

Requirements

  • 10+ years of experience managing large-scale operations and strategy with increasing responsibility.
  • Experience with process design and optimization, strategic operations, and customer support strategies.
  • Experience working in a global or matrixed environment and influencing cross-functional teams.
  • Strong executive presentation skills and the ability to build buy-in for strategy and execution.
  • Excellent stakeholder management experience, including working with senior leaders on global programs.
  • Outstanding written and verbal communication and presentation skills.
  • High attention to detail, strong organization, and a track record of leading results at scale.
  • Ability to thrive in ambiguity in a fast-paced, hyper-growth organization.
  • Strong analytical and problem-solving skills, with experience using data to drive strategic initiatives and business decisions.
  • Proficiency in AI tools and technologies to improve operational efficiency and scale outcomes.
  • Experience with SQL, Python, and/or Tableau is preferred.
  • Operations, management consulting, or financial/analytics background is preferred.
  • Must live in a state where Airbnb, Inc. has a registered entity if hired for this US-remote eligible role.

Benefits

  • Base pay range of $168,000 to $210,000 USD.
  • Eligibility for bonus.
  • Eligibility for equity.
  • Benefits package included.
  • Employee Travel Credits.
  • US-remote eligible with occasional office or offsite attendance as agreed with manager.

Interested in this position?

Apply directly on the company website

Apply Now

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