Airbnb

1 month ago

Strategic Business Operations Manager - Community Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Strategic, globally scoped role to design and govern Airbnb's global goodwill program across Community Support, blending business strategy, financial stewardship, and customer experience. You’ll lead design, budgeting, and performance tracking, partner with senior leaders, and drive continuous improvement across a distributed network of sites, with impact on customer satisfaction and financial targets.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

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. 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.
•Drive Implementation and process optimization for the Goodwill 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.

Pay and Benefits

Salary: USD 168,000 - 210,000 annually

Key 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.

Experience:HospitalityMarketplaceCustomer support

Skills:CommunicationPresentationStakeholder managementProblem-solvingAnalytical thinking

Languages:English

Tech Stack:SQLPythonTableauAI

Company Brief

Airbnb

Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn

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Airbnb

1 month ago

Strategic Business Operations Manager - Community Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

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. 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.
•Drive Implementation and process optimization for the Goodwill 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.

Pay and Benefits

Salary: USD 168,000 - 210,000 annually

Key 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.

Experience:HospitalityMarketplaceCustomer support

Skills:CommunicationPresentationStakeholder managementProblem-solvingAnalytical thinking

Languages:English

Tech Stack:SQLPythonTableauAI

Company Brief

Airbnb

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn