Senior Manager, Scaled Operations

Summary

Join Airbnb's Scaled Operations team as a leader managing two key workstreams: Luxe and White Glove & Specialty. The Luxe stream involves overseeing a team supporting high-end home Hosts, including in-person walkthroughs and merchandising improvements. The White Glove & Specialty stream focuses on supporting high-spend guests and Iconic Experiences, managing 24/7 operations and vendor partnerships. This role demands strong leadership, strategic planning, and cross-functional collaboration skills. You will manage budgets, teams, and vendor relationships while driving operational efficiency and quality. The position is US-remote eligible with occasional office work. Compensation includes a competitive salary and potential for bonus, equity, benefits, and Employee Travel Credits.

Requirements

• Demonstrated track record as a people leader for full-time employees, contractors and vendors
• Strong strategic planning and problem-solving skills
• Excellent verbal and written communication (Slack, email) to leadership and cross-functional teams
• Outstanding cross-functional collaboration with technical and non-technical teams
• Proper judgement and prioritization in high-pressure, urgent situations
• Experience with data analysis and vendor management
• Proficiency in relevant software and tools, including Salesforce and Airtable
• Background in curation and vetting operations

Responsibilities

• Represent Ops in the Luxe Leadership group
• Lead a team of Operations Managers to grow top-quality Luxe supply, conduct in-person walkthroughs and improve merchandising quality
• Lead a team of ~15 team members at the Airbnb Capability Center, delivering high quality day-to-day support to Luxe Hosts
• Work with Supply, Product Marketing, Business, and Operations teams to redefine luxury and set the bar for quality
• Monitor weekly metrics reporting, prioritize across programs and deliver individual feedback
• Drive strategic improvements and efficiencies to Luxe’s white glove onboarding process
• Define locally-relevant criteria based on guest personas, geos and upcoming events
• Manage $500k+ annual budget for global walkthrough program
• Partner with multiple vendors for tooling and freelancer management
• Represent Ops in the Iconic Experiences leadership group and cross-functional groups
• Lead a team of 4 contingent workers - Coordinate monthly scheduling and monitor expenses
• Set up and manage around the clock coverage for global operations
• Define resourcing needs, create operating system, and lead internal hiring for large events with a high volume of VIP stays
• Provide support and training to new team members
• For both programs, handle escalations for last minute walkthroughs or onsite escalations
• Partner with multiple vendors for contest judging and on-site guest experience
• Improve workflows and communication templates to optimize for no missed walkthroughs, listing accuracy for Iconic Experiences, and quick response times to booked Experiences guests

Preferred Qualifications

Experience in luxury hospitality

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits