Community Support Senior Business Operations Lead

Details

Airbnb's Community Support organization handles tens of millions of interactions yearly across phone, messaging, chat, and social channels, supporting issues such as cancellations, account issues, refunds, payments, reservations, extenuating circumstances, booking & listing issues, safety & claims. The organization is globally distributed with offices including Dublin, Ireland.

Responsibilities

• Oversee day-to-day business operations of the global contact center to meet performance standards and targets (service levels, efficiency, customer satisfaction, cost).
• Develop and drive the business performance management system across the Community Support (CS) organization, owning recurring business review frameworks (WBR, QBR) to drive standardization and operational excellence.
• Align contact center goals with broader organizational objectives and foster cross-departmental collaboration.
• Monitor KPIs and partner with cross-functional teams to develop data-driven action plans to optimize business performance.
• Partner with CS analytics to design operational dashboards and use insights to improve operational quality while meeting cost targets.
• Serve as primary liaison with finance for CS operational fiscal plans and budgets; drive the annual business planning process and build the operating budget.
• Drive ROI and budget management in partnership with Finance; develop business cases, conduct sensitivity analyses, and track adherence to efficiency targets.
• Own budget and spend policy operations, invoice management, and fiscal adherence to commercial contracts; collaborate across teams to streamline invoicing and financial operations.
• Design the labor framework for the global CS labor footprint (internal and external sites) and determine optimal network ratios.
• Own ramp and ramp-down operational readiness processes and coordinate across CS departments for key launches, peaks, and other milestones.
• Lead contact center service design optimization efforts to streamline workflows and improve outcomes (e.g., reduce wait times, optimize cost, combine labor tiers).
• Participate in cross-functional initiatives and execute large-scale operational programs across the CS network.

Requirements

• 10+ years of experience in business operations or operations management roles, preferably supporting large-scale, global organizations. Operations, management consulting, or financial/analytics background preferred.
• Deep functional domain expertise 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 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.
• Experience working in a fast-paced global environment and managing multiple priorities.
• Excellent stakeholder management and influencing skills; ability to structure management decision-making and present to executives.
• Ability to anticipate business and industry issues and recommend large-scale product, process, or service improvements.
• Outstanding written and verbal communication and presentation skills.

Benefits

• The base pay range shown below is annualized and dependent on factors such as training, transferable skills, work experience, business needs, and market demands.
• This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Airbnb is committed to inclusion and belonging and encourages all qualified individuals to apply.

Compensation (Ireland)

• Base pay range: €124,000 — €155,000 EUR

Location

• Offices: Dublin, Ireland