Operations Management Lead

This is a contract role through Magnit for Airbnb. Airbnb was born in 2007 and has since grown to over 4 million Hosts welcoming over 1 billion guest arrivals in more than 100, 000 cities and towns across 220+ countries and regions.

About the role

The Enterprise Operations organization at Airbnb powers the company's global growth through AI and people-powered operations, maximizing the effectiveness, utilization, and impact of supply. The Engagement team within Supply Management interacts with the Host community through various channels, ensuring strong engagement and continuous improvement.

Responsibilities

• Develop and implement operational strategies that support broader company objectives and team goals.
• Lead high-priority projects from conception to execution, ensuring alignment with business priorities.
• Design and manage end-to-end host outreach campaigns to support business priorities (e.g., new product launches, policy updates, education).
• Campaign coordination, ensuring effective sequencing and minimal overlap.
• Work cross-functionally to align on campaign objectives and deliverables.
• Maintain a deep understanding of host needs, pain points, and motivations.
• Develop and document scalable campaign management processes, templates, and playbooks.
• Identify and implement opportunities for automation and efficiency.
• Set up and maintain robust tracking mechanisms to monitor campaign performance, including data collection, analytics, and reporting tools.
• Use data and feedback to measure campaign effectiveness; identify areas for improvement and implement optimizations.
• Oversee the selection, implementation, and ongoing maintenance of the systems, platforms, and tools required to execute outreach campaigns. Ensure these tools are properly integrated and optimized for efficiency and continuously assess them, recommending upgrades or changes to improve reliability, scalability, and effectiveness.

Requirements

• 10+ years’ experience in operations, program management, or campaign management, preferably in a tech or marketplace environment.
• Excellent project management and organizational abilities.
• Effective communicator with experience influencing cross-functional teams.
• A passion for community building and user engagement.
• Ability to lead and drive initiatives across a matrixed organization, solve problems, and influence cross-functional teams.
• Detail-oriented and strong multi-tasker with ability to manage multiple projects and initiatives simultaneously.
• Demonstrated experience in customer success including proactive voice outreach initiatives to engage, support, and retain clients.
• Demonstrated success managing multi-channel campaigns from concept through execution and analysis.
• Strong analytical skills; comfort with campaign dashboards and metrics.
• Strong communication and interpersonal skills.
• Comfort with ambiguity and rapid change.
• Experience in the tech or marketplace industry is preferred.
• Airtable proficiency and Salesforce expertise is preferred.

Qualifications

• Passion for community building and user engagement.
• Ability to lead and drive initiatives across a matrixed organization, solve problems, and influence cross-functional teams.
• Strong analytical skills; comfort with campaign dashboards and metrics.
• Strong communication and interpersonal skills.
• Comfort with ambiguity and rapid change.
• Experience in the tech or marketplace industry is preferred.
• Airtable proficiency and Salesforce expertise is preferred.

Skills

• Project management and organizational abilities.
• Effective communication and influencing cross-functional teams.
• Customer success and proactive outreach initiatives.
• Multi-channel campaign management from concept to execution.
• Data analysis and campaign dashboards.
• Communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.

Benefits

• Medical
• Dental
• Vision
• 401K