Community Support Senior Business Operations 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 You Will Join

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.

Role overview

We are looking for a Sr. BizOps Lead to be part of our global CS Business Operations team. This role will be critical for overseeing the operational efficiency and effectiveness of the contact center operations contributing to the success of the organization’s operations as a whole. This lead will be responsible for strategic operations oversight of day-to-day operations, operational process improvement initiatives, operational budget management, and the implementation of best practices to drive operational excellence, improve operational efficiency, scalability and customer experience.

The Difference You Will Make / A Typical Day

Operational Performance Management

• 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 the recurring business review framework and operational management system (WBR, QBR, etc.) to drive standardization and operational excellence.
• Align contact center goals and initiatives with broader organizational objectives and foster cross-departmental collaboration.
• Monitor key KPIs and work with cross-functional teams to develop action plans based on data-driven analysis. Partner with analytics to measure the business in new ways.
• Partner with CS analytics to design operational dashboards for planning and operations teams and use data-backed insights to improve quality and achieve cost targets.

Operational Business Planning

• Serve as the primary liaison with finance for CS operational fiscal planning. Understand drivers of CS economics across Airbnb and partner models.
• Drive the annual business planning process and build the operating budget with finance.
• Build processes to track Operational Efficiencies targets and ensure adherence to the efficiencies budget.
• Drive ROI, budget management, roadmaps, long-term planning and serve as a strategic thought leader for business case ROI needs.

Business Expense Management

• Own budget and spend policy operations, develop spend allocation strategies, and operationalize achievement of targets set by Finance.
• Own invoice management and fiscal adherence to commercial contracts; collaborate cross-functionally to streamline invoicing and optimize financial operations.
• Develop business cases for initiatives, conduct sensitivity analyses, and work with Customer Support Analytics to gather necessary data.

Strategic Business Optimization and Operational Excellence

• 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, ramp up/down).
• Focus on contact center service design optimization to streamline workflows and drive outcomes (combine labor tiers, reduce wait times, optimize cost, enhance efficiency).
• Participate in cross-functional initiatives and execute large-scale operational programs across the CS network.

Requirements

• 10+ years 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 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 and the ability to understand business drivers and impacts.
• Works effectively in a fast-paced global environment and can manage multiple priorities.
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives. Experience using SQL, Python and/or Tableau is required.
• Ability to anticipate business/industry issues and recommend large-scale product, process or service improvements.
• Excellent stakeholder management, influencing skills, and ability to structure management decision-making.
• Experience solving complex, ambiguous problems; conceptual and innovative thinking to develop solutions.
• Outstanding written and verbal communication and presentation skills; able to articulate vision, strategy, ideas and decisions clearly to executives.

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.

How We'll Take Care of You / Benefits

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 shown below is annualized, 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.

Compensation & Location

Ireland Pay Range: €124,000 — €155,000 EUR (annual base pay range)

Offices: Dublin, Ireland