Senior EX Operations Specialist

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.

Role overview

The EX Core Operations Specialist is a proactive operational expert responsible for supporting and enhancing employee tasks, process efficiency, and improving the employee experience across all regions for Airbnb’s First Look Program. The First Look program gives employees incentives and early access to try out new products, features and experiences in exchange for their feedback.

This role requires hands-on skills in reporting, business process automation, documentation, stakeholder management, and cross-functional project leadership. Reporting to the Director, EX Core Operations, this role shapes and improves the employee experience at Airbnb by driving operational efficiency, consistency, and compliance, identifying solutions, leading project pilots, and championing automation.

Responsibilities

• Serve as the operational lead for the First Look Program, ensuring end-to-end delivery of employee feedback and engagement processes for pilots and launches.
• Oversee daily coupon generation via the Moola App — creating, testing, and uploading coupons for experiences, Originals, and Chef Services; handle ad hoc requests for high-value coupons and expansion to new teams.
• Manage Airtable platform operations in partnership with BizTech, including coupon uploads, supply updates, rollout of new cities, and regular Airtable enhancements for a user-friendly employee experience.
• Coordinate with partner teams (BizTech, Supply Managers) to clarify ownership, standardize supply request guidelines, and mitigate operational bottlenecks.
• Own the First Look support channel (e.g., canwehelp@), addressing Jira tickets and employee queries, maintaining canned responses, and collaborating with COEs for complex cases.
• Drive process improvements for the First Look Program: track engagement metrics, audit coupon usage, optimize survey flows, and enhance communications to ensure a seamless and equitable employee experience.
• Maintain full documentation (SOPs, training guides) for all First Look operations and produce weekly reporting to leadership, including program engagement reviews.
• Manage multiple concurrent projects: requirements gathering, project briefs, implementation planning, outcome documentation, and pilots for automation and process centralization.

Requirements

• 5+ years of related experience.
• Proficiency in designing and maintaining process documentation and translating business requirements into actionable technical or functional tickets.
• Strong experience with reporting, business process automation, and driving operational efficiency and consistency.
• Hands-on experience operating Airtable and working with BizTech partners.
• Experience handling Jira tickets and support channels; ability to convert high-volume requests into manageable, trackable processes.
• Proven stakeholder management and cross-functional collaboration skills; strong written and verbal communication.
• Strong project management abilities: assessing needs, conducting analyses, building partnerships, and delivering improvements under tight deadlines.
• Experience working in regulated environments and handling compliance-driven reporting and confidential data with discretion.
• Resourceful, resilient when navigating ambiguity, and demonstrated ability to transform manual tasks into automated, scalable solutions.

How We'll Take Care of You / Benefits

• The base pay range shown below is annualized and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Compensation

Ireland Pay Range: €64,000 — €75,000 EUR

Locations

Offices: Ireland