Strategic Business Operations Manager - Community Support
About the role
The Community You Will Join
The Community Support org handles tens of millions of interactions yearly, engaging with 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.
The Difference You Will Make
We are seeking an experienced Business Operations Manager to lead and advance Airbnb's global goodwill strategy, a high-impact role sitting at the intersection of business strategy, financial stewardship, and customer experience.
Reporting to the Director of Global Community Support Business Operations, you will design and lead a global goodwill program, driving its continued evolution and operational excellence across our Global Community Support organization. You will be accountable for budget adherence and operational expense targets, ensuring the program consistently delivers meaningful impact in alignment with Airbnb's business and financial goals.
The ideal candidate is a strategic thinker and excellent collaborator with the ability to translate complex data into actionable business insights. You will engage regularly with senior and executive stakeholders, communicating program performance, strategic direction, and key outcomes with clarity and confidence.
This role offers a unique opportunity to shape how Airbnb shows up for its global community at scale, driving a program that is both commercially disciplined and deeply human in its impact.
A Typical Day
- Strategic Program Design, Optimization and Implementation: Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization efforts.
- Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers.
- Strategic Operations: Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals. Drive all change management and continuous improvement initiative efforts across the global footprint.
- Create an operational management system: Build an operating management system to track program performance across a global network of partner sites.
- Continuous improvement and Innovation: Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices.
- Establish program success criteria: Establish Metrics to measure the success of the good will initiatives and continuously tune the initiatives to improve customer experiences.