[Remote] Strategic Business Operations Manager - Community Support

Note: The job is a remote job and is open to candidates in USA. Airbnb, founded in 2007, has grown to connect over 5 million hosts with guests worldwide. They are seeking a Strategic Business Operations Manager to lead their global goodwill strategy, focusing on budget adherence, operational excellence, and engaging with senior stakeholders to drive program performance and customer satisfaction.

Responsibilities

• 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
• 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
• Build an operating management system to track program performance across a global network of partner sites
• Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices
• Establish Metrics to measure the success of the good will initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets
• Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence
• Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making
• Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies
• Liaise with Community Support teams to implement and monitor goodwill programs
• Provide leadership program performance health readouts
• A proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics
• Collaborate closely with stakeholders to communicate the program strategy and ensure tight rollout globally to all sites as well as ensure effective governance for all goodwill initiatives
• Experience driving a global goodwill program inclusive of setting all operational milestones and success criteria in order to meet the organization's customer experience expectations and financial budget targets

Skills

• 10+ years 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 environment with the ability to solve problems and influence cross-functional teams
• Executive presentation skills with the ability to develop a strategy, communicate it clearly and get buy-in and support to execute
• Excellent stakeholder management skills - including proven experience working with senior leaders on global programs
• Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly
• Proven experience in a role requiring high-attention to detail and organization skills with a proven track record of leading/driving results at scale
• Ability to thrive in ambiguity in a fast-paced, hyper-growth organization
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions
• Proficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program outcomes
• Experience using SQL, Python and/or Tableau is preferred
• Operations, Management Consulting or Financial/analytics background preferred

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Company Overview

Company H1B Sponsorship