Airbnb is hiring a
Senior Business Operations Lead

Summary

Join Airbnb's Community Support organization as a Sr. BizOps Lead to design and lead the global goodwill/loyalty business strategy and operations, analyzing, developing, operationalizing, and implementing business strategies to optimize goodwill offerings in alignment with Airbnb’s business and financial goals.

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
• 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

Responsibilities

• 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
• 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

Benefits

• Bonus and incentives
• Equity
• Benefits
• Employee Travel Credits