Senior Business Operations Lead, Community Support

The Community You Will Join: 

The Community Support org handles tens of millions of interactions yearly, engaging with one in five 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:

This role will design and lead the global goodwill/loyalty business strategy and operations as well as all budget adherence for our Global Community Support organization. In this role you will analyze, develop, operationalize and implement business strategies to optimize goodwill offerings in alignment with Airbnb’s  business and financial goals. In addition, you will be responsible for engaging with senior stakeholders to report strategic insights and regularly share progress on program outcomes. The ideal candidate will have strong experience in designing business strategies that are global in nature, can create and manage a detailed roadmap, be a strategic thought leader in creating the operational expense target and ensure the organization adheres to the budget. This lead will have strong business acumen with the ability to draw business insights from data and can synthesize and communicate effectively with executive stakeholders.

A Typical Day: 

• Strategic Program Design, Optimization and Implementation:  Create the end-to-end Goodwill/loyalty 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. Drive all change management and continuous improvement initiative efforts across the global footprint
• 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. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance.
• Stakeholder Management: Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership program performance health readouts.
• Cross-functional Collaboration: A proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics. Able to instill accountability and discipline, rigor, and process throughout an organization.
• Drive communication and rollout plan: Collaborate closely with stakeholders  to communicate the program strategy and ensure tight rollout globally to all sites as well as ensure effective governance for all goodwill initiatives. 
• Drive Implementation and process optimization for the Goodwill/Loyalty program: Experience driving  a global goodwill program inclusive of setting all operational milestones and success criteria in order to meet the organization's customer experience expectations and financial budget targets. 

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; able 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
• 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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.