Community Support BizOps Lead

Details

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Support org handles tens of millions of interactions yearly, engaging with one in five Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions.

Responsibilities

• Oversee the business operations of the global contact center, ensuring it meets business performance standards and targets (service levels, efficiency, customer satisfaction, cost, etc.).
• Develop and drive the business performance management system across the CS organization. Own recurring business review frameworks and operational management systems (WBR, QBR) to drive standardization and operational excellence.
• Align contact center goals and initiatives with broader organizational objectives and build cross-functional synergy.
• Monitor KPIs and work with cross-functional teams to develop action plans based on data-driven analysis to optimize business performance.
• Partner with CS analytics to design operational dashboards for planning and operations teams and use data-backed insights to improve operations while meeting cost targets.
• Serve as the primary liaison with Finance for CS operational fiscal planning, build the operating budget, and drive the annual business planning process.
• Drive ROI, budget management, roadmaps, long-term planning needs, and serve as a strategic thought leader for business cases related to annual planning.
• Own budget and spend policy operations, invoice management, and fiscal adherence to commercial contracts. Collaborate cross-functionally to streamline invoicing and financial operations.
• Develop business cases for proposed initiatives, conduct sensitivity analyses, and work closely with Customer Support Analytics (CSA) to ensure data-driven decision-making.
• Design the labor framework for global CS labor footprint across internal and external sites and determine optimal network ratios.
• Own ramp and ramp-down operational readiness processes and coordinate across CS departments for key milestones (peaks, launches, etc.).
• Lead contact center service design optimization efforts to streamline workflows, reduce wait times, optimize cost, and enhance efficiency.
• Participate in and design large-scale operational programs across the CS network in partnership with other CS teams.

Requirements

• 8+ years of experience in business operations or operations management roles, preferably supporting large-scale global organizations. Backgrounds in Operations, Management Consulting, or Finance/Analytics are preferred.
• Deep functional domain expertise and knowledge in contact center operations and best practices. Understanding of contracts and commercial frameworks is a plus.
• Experience with process design and optimization, strategic operations, and customer support strategies.
• Strong strategic thinking with the ability to understand business drivers and the impact of decisions across the organization.
• Ability to work effectively in a fast-paced global environment and manage multiple priorities while solving problems.
• Strong analytical and problem-solving skills with a proven track record of using data to develop and implement strategic initiatives and drive business decisions.
• Experience using SQL, Python and/or Tableau is required.
• Ability to anticipate business and industry issues and recommend large-scale product, process, or service improvements.
• Excellent stakeholder management, influencing, written and verbal communication, and presentation skills; able to articulate vision and strategy to executives.
• Experience solving unique, complex, and ambiguous problems requiring conceptual and innovative thinking.

Benefits

• Base pay range (Ireland, annualized): €98,000 — €122,000 EUR
• This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Location

• Offices: Dublin, Ireland