Program Operations Lead

Summary

Join Airbnb Luxe's Guest Services team as an Operations Manager and play a pivotal role in designing, implementing, and optimizing workflows to elevate service standards and drive guest loyalty. You will be responsible for designing end-to-end program workflows, managing the Guest Services operating system, and leveraging data analytics to improve service outcomes. This role requires strong analytical and systems design skills, experience building guest account management programs, and expertise in luxury hospitality. The position is US-remote eligible, with occasional office work or offsites. Compensation includes a competitive salary, bonus, equity, benefits, and Employee Travel Credits.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field
• 10+ years of experience in high-end hospitality or luxury guest services, with at least 5 years in an operational leadership role
• Proven expertise in designing and implementing workflows for complex service operations
• Experience leading and presenting MBRs/QBRs to senior leadership
• Demonstrated experience with AI tools and automation systems, including their implementation and management
• Strong analytical skills with the ability to interpret data and drive performance improvements
• Proven ability to take full ownership of guest satisfaction and deliver results
• Experience with scaling operations using advanced tools and technology
• Exceptional communication and leadership skills, with a focus on guest satisfaction and service excellence
• Comfort with ambiguity with a focus on solution building with data driven insights

Responsibilities

• Design and implement end-to-end program workflows to meet the dynamics of a growing Luxe business and high guest expectations
• Responsible for service workforce design and change management, with a focus on capacity planning to maintain 24/7 global coverage for guest servicing
• Manage and improve the Guest Services "operating system," including tools, training, contracts, workflow documentation, and processes that drive daily operations to ensure quality and efficiency
• Act as the key advocate for guests and the guest experience managers, driving initiatives that improve the overall experience for internal teams and external guests
• Identify, implement, and manage Salesforce and other tooling roadmaps with cross functional partners to improve efficiency and business impact for Guest Services
• Collaborate with business operations and tooling product teams to develop unique solutions for the first of its kind, guest management team at Airbnb
• Leverage data analytics to identify trends, establish KPIs, and identify defects to improve service outcomes
• Own and drive Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), for the Guest Services function ensuring all key metrics and insights are presented with actionable recommendations
• Generate and present performance reports to leadership, providing strategic insights and operational updates
• Stay ahead of industry trends, introducing new technologies, including AI, to elevate operations
• You will partner with teams across the organization, including Revenue Operations, Sales Enablement, Strategic Finance, Customer Service, Business Operations, and Tooling teams
• Partner with Guest Service Team managers and Sales Operations to define individual service team OKRs and establish tracking and reward programs
• Act as a liaison between guest services and other business units to ensure alignment on goals and initiatives, with a focus on congruency between Luxe and Airbnb platform policies
• Manage overall program budget and tracking
• Assist in planning offsites and team training programs
• You may be required to manage external stakeholders and providers to facilitate service delivery

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits