Strategic Business Operations Lead, WW Community Support

Details

Airbnb connects guests and hosts around the world. The Community Support organization handles tens of millions of customer interactions yearly across channels (phone, messaging, chat, social) and across categories such as cancellations, account issues, refunds, payments, reservations, extenuating circumstances, booking & listing issues, and safety & claims. This role is part of the global Community Support (CS) Business Operations team and will own strategic operations oversight for the global contact center network, driving operational efficiency, scalability, process improvements, budget management, and data-driven decision making.

Responsibilities

• Oversee 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 CS, owning recurring business review frameworks and operational management systems (WBR, QBR) to standardize operations.
• Align contact center goals and initiatives with broader organizational objectives and foster cross-departmental collaboration.
• Monitor KPIs and partner with cross-functional teams to develop action plans based on data-driven analysis to optimize performance.
• Partner with CS analytics to design operational dashboards and use insights to improve quality while achieving cost targets.
• Serve as primary liaison with Finance for CS operational fiscal planning, making tradeoffs and understanding drivers of CS economics across Airbnb and partner models.
• Drive annual business planning, operating budget creation, ROI analysis, and long-term planning for the CS organization.
• Own budget and spend policy operations, invoice management, and fiscal adherence to commercial contracts; streamline invoicing procedures with cross-functional teams.
• Develop comprehensive business cases for initiatives, conducting sensitivity analysis and working closely with Customer Support Analytics to ensure data-driven decision-making.
• 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 launches and peak periods.
• Lead service design optimization efforts to streamline workflows, improve quality, reduce wait times, optimize cost, and enhance efficiency.
• Participate in and lead large-scale cross-functional 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 and knowledge in contact center operations and best practices; familiarity with 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.
• Experience using SQL, Python and/or Tableau is required.
• Ability to work effectively in a fast-paced, global environment and manage multiple priorities.
• Excellent stakeholder management, influencing skills, and the ability to present to and influence executives.
• Experience solving unique, complex, and ambiguous problems with broad business impact; ability to think conceptually and innovatively.
• Outstanding written and verbal communication and presentation skills.

Location

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites. Candidates must live in a state where Airbnb, Inc. has a registered entity (check the up-to-date list of excluded states). If employed by another Airbnb entity, recruiter will advise eligible states.

Benefits

• The role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Pay range (base): $200,000 — $250,000 USD (actual base pay dependent on factors like training, transferable skills, work experience, business needs and market demands).