Strategic Business Operations Manager - Community Support
The Community You Will Join
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. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions.
The Difference You Will Make
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.
Reporting
Reporting to the Director of Global Community Support Business Operations, 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.
Your Expertise
- 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; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly.
- 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.
- Operations, Management Consulting or Financial/analytics background preferred.
Your Location
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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
How We'll Take Care of You
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.