Senior Programs and Business Operations Lead, Airbnb Guest Services

October 24, 2024

About the job

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community Your Will Join:

The Chief Business Officer organization plays a pivotal role in driving the company’s growth and expansion efforts worldwide. Our teammates work on commercializing Airbnb’s new and existing businesses, helping Airbnb expand beyond its core offering as a place to stay. This includes recruiting and developing Airbnb’s global supply of high-quality stays, Experiences, and services, and executing Airbnb’s global in market strategy. With this focus on business strategy, quality supply and international expansion, the team is leading the way for Airbnb’s continued growth and facilitation of millions more host and guest connections.

The Difference You Will Make:

As a Senior Programs and Business Operations Lead, you will play a pivotal role in driving the global expansion of Airbnb's Guest Services business. You will be responsible for developing and executing innovative strategies that align cross-functional teams, enabling rapid growth and ensuring the highest quality services for our guests and hosts worldwide. Your attention to detail, strong analytical skills, and ability to manage multiple priorities will be crucial to your success in this role.

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A Typical Day:

Strategic Leadership: Develop and implement strategic plans that drive growth for Airbnb's Guest Services business across various regions and service categories. Navigate and address regional and category-specific challenges and opportunities. Lead recurring performance meetings across leadership and functional teams to deliver results.
Cross-functional Alignment: Collaborate with cross-functional teams, including product marketing, finance, marketing, sales operations, and supply, to achieve shared objectives that deliver meaningful business results. Partner to deliver Service Provider supply targets and quality supply.
Global Expansion: Lead cross-border projects to accelerate the global expansion of the Guest Services business, ensuring alignment with global team goals and Airbnb’s long-term goals. Architect regular competitive evaluations across global markets to ensure optimal supply and demand levers are being met.
Operational Excellence: Leverage your analytical skills to translate data-driven insights into actionable operational plans that enhance the performance of our services business.
Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders. Provide valuable guidance and support to help Services Hosts thrive within the Airbnb marketplace.
Innovation & Growth: Own and influence the business outcomes of this high-growth area, strategically planning for the next phases of expansion.
Pricing: Analyze and deliver competitive pricing models across global markets.

Your Expertise:

Experience: 12+ years of experience leading high-growth businesses, with a demonstrated ability to influence and align functional teams. Proven track record of building and scaling new businesses. Experience in the consumer services industry, particularly within a digital company, is preferred.
Analytical & Strategic Skills: Strong analytical abilities combined with a deep understanding of guest needs and market dynamics. Ability to distill complex information into clear business strategies.
Communication & Leadership: Exceptional communication skills, with the ability to engage and influence stakeholders at all levels, including executive leadership.
Cross-functional Collaboration: Expertise in driving collaboration across diverse teams, fostering transparency, accountability, and a unified vision.
Adaptability & Innovation: Comfortable navigating ambiguity and working independently to execute complex programs. A strategic thinker with a passion for innovation and new product development.
Business Operations: Proven experience in leading strategic and tactical execution within a large organization, with the ability to advise management on complex projects or issues.
Process Improvement: Capable of self-learning and developing tools to enhance processes, interpreting business risks, and recommending best practices.
Community Engagement: Strong enthusiasm for working closely with the Airbnb community, consistently demonstrating Airbnb’s core values and fostering a sense of belonging.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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