Strategic Business Operations Manager - Community Support

Details

Airbnb's Community Support organization handles tens of millions of interactions yearly across phone, messaging, chat, and social media. This role will lead and advance Airbnb's global goodwill program, sitting at the intersection of business strategy, financial stewardship, and customer experience. The role is responsible for designing, implementing, monitoring, and optimizing a global goodwill program that balances customer impact with financial discipline. The position is US - Remote Eligible and may include occasional work at an Airbnb office or attendance at offsites.

Responsibilities

• Design and lead an end-to-end global Goodwill program: strategy, operational design, implementation frameworks, monitoring and optimization.
• Act as the main point of contact for core product and policy initiatives related to extending goodwill to customers.
• Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals.
• Drive change management and continuous improvement efforts across a global footprint and partner network.
• Build an operational management system to track program performance across global partner sites.
• Establish program success criteria and metrics to measure goodwill initiatives; continuously tune initiatives to improve customer satisfaction and meet financial targets.
• Drive the Goodwill budget targeting process in partnership with Finance to ensure proper budget setting and adherence.
• Monitor and report program health using data-driven insights; report on operational effectiveness and usage audits.
• Assess and mitigate risks associated with goodwill practices, ensuring compliance with business policies.
• Liaise with Community Support teams and cross-functional partners (Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance, Analytics) to implement, govern, and roll out programs globally.
• Provide leadership program performance readouts to senior and executive stakeholders.

Requirements

• 10+ years of experience managing large-scale operations and strategy in roles with increasing responsibility.
• Experience with process design and optimization, strategic operations, and customer support strategies.
• Experience working in global/matrixed environments and managing programs across outsourced partnerships.
• Proven stakeholder management and executive presentation skills; ability to communicate strategy and gain buy-in.
• Strong analytical and problem-solving skills; experience using data to develop and implement strategic initiatives and drive decisions.
• Proficiency in leveraging AI tools and technologies to drive operational efficiency and scale program outcomes.
• Experience using SQL, Python and/or Tableau is preferred.
• Background in Operations, Management Consulting, or Financial/Analytics preferred.
• Ability to work in ambiguity in a fast-paced, hyper-growth organization; high attention to detail and strong organizational skills.

Benefits

• Base pay range: $168,000—$210,000 USD.
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.