Description
We are seeking an experienced Business Operations Manager to lead and advance Airbnb's global goodwill strategy, a high-impact role sitting at the intersection of business strategy, financial stewardship, and customer experience.
The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims.
As a Strategic Business Operations Manager, you will design and lead a global goodwill program, driving its continued evolution and operational excellence across our Global Community Support organization. You will be accountable for budget adherence and operational expense targets, ensuring the program consistently delivers meaningful impact in alignment with Airbnb's business and financial goals.
Key responsibilities:
- Strategic Program Design, Optimization and Implementation: Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization efforts.
- Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers.
- Strategic Operations: Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals.
- Create an operational management system: Build an operating management system to track program performance across a global network of partner sites.
- Continuous improvement and Innovation: Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices.
- Establish program success criteria: Establish Metrics to measure the success of the good will initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets.
- Business and financial management: Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence.
- Monitoring and Reporting Program health: Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making.
- Risk Management: Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies.
- Stakeholder Management: Liaise with Community Support teams to implement and monitor goodwill programs.
- Cross-functional Collaboration: A proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams.
Requirements:
- 10+ years experience managing large scale operations and strategy in roles with increasing responsibility.
- Experience with process design and optimization, strategic operations and customer support strategies.
- Experience working in global/matrixed environment with the ability to solve problems and influence cross-functional teams.
- Executive presentation skills with the ability to develop a strategy, communicate it clearly and get buy-in and support to execute.
- Excellent stakeholder management skills - including proven experience working with senior leaders on global programs.
- Outstanding written and verbal communication and presentation skills.
- Proven experience in a role requiring high-attention to detail and organization skills with a proven track record of leading/driving results at scale.
- Ability to thrive in ambiguity in a fast-paced, hyper-growth organization.
- Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions.
- Proficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program outcomes.
- Experience using SQL, Python and/or Tableau is preferred.
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.
The base pay range is $168,000-$210,000 USD.