Strategic Business Operations Manager

Summary

Join Airbnb's Community Support team as a Business Operations Lead to drive staffing strategies and ensure seamless execution of operational initiatives. You will design labor strategies, determine optimal resource distribution, define staffing ratios, and partner with finance. This crucial role involves managing ramp readiness for peak events and reporting key milestones to leadership. The position requires 10+ years of experience in business operations, deep expertise in contact center operations, and strong analytical and communication skills. It's a US-remote eligible position with occasional office work, offering a competitive salary, bonus, equity, benefits, and employee travel credits.

Requirements

• 10+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results
• Deep functional domain expertise and knowledge in contact center operations and best practices
• Experience with process design and optimization, strategic operations and customer support strategies
• Proven track record of managing readiness and implementation efforts for large cross-functional business initiatives
• Skilled at working effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions
• Exceptional influencing skills with the ability to work with a diverse group of stakeholders
• Excellent stakeholder management skills with the ability to influence at all levels
• Outstanding written and verbal communication and presentation skills
• Strategic thinker skilled at articulating a balanced business case succinctly to executives

Responsibilities

• Design the labor strategy and framework for deciding the optimal resource distribution across internal and external sites
• Determine the optimal internal vs external ratios by region, staff group and language in order to ensure operational continuity and scalability
• Define the appropriate staffing ratios for all CS support roles and track ratio adherence to ensure annual budget adherence
• Partner with finance to build robust unit economics for each staff group
• Design and operationalize the resource strategy to meet service design requirements for key business initiatives, such as combining staffing queues, launching new services, sunsetting sites or any business initiative requiring mobilizing resources differently to meet changing business needs
• Manage the ramp readiness and implementation process globally for the CS operations for all peak events
• Report on key milestones and ongoing status updates of peak readiness efforts to leadership

Preferred Qualifications

Operations, Management Consulting or Financial/analytics background preferred

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits