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Senior Programs and Business Operations Lead, Airbnb Guest Services

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Airbnb

18d ago

  • Job
    Full-time
    Expert Level
  • Sales & Business Development
    Business, Operations & Strategy
  • San Francisco
    Remote

AI generated summary

  • You have 12+ years in high-growth businesses, strong analytical and strategic skills, exceptional communication, cross-functional collaboration, process improvement, and a passion for community engagement.
  • You will strategize growth, align cross-functional teams, lead global expansion, analyze data for operations, engage stakeholders, drive innovation, and optimize pricing models.

Requirements

  • Experience: 12+ years of experience leading high-growth businesses, with a demonstrated ability to influence and align functional teams. Proven track record of building and scaling new businesses. Experience in the consumer services industry, particularly within a digital company, is preferred.
  • Analytical & Strategic Skills: Strong analytical abilities combined with a deep understanding of guest needs and market dynamics. Ability to distill complex information into clear business strategies.
  • Communication & Leadership: Exceptional communication skills, with the ability to engage and influence stakeholders at all levels, including executive leadership.
  • Cross-functional Collaboration: Expertise in driving collaboration across diverse teams, fostering transparency, accountability, and a unified vision.
  • Adaptability & Innovation: Comfortable navigating ambiguity and working independently to execute complex programs. A strategic thinker with a passion for innovation and new product development.
  • Business Operations: Proven experience in leading strategic and tactical execution within a large organization, with the ability to advise management on complex projects or issues.
  • Process Improvement: Capable of self-learning and developing tools to enhance processes, interpreting business risks, and recommending best practices.
  • Community Engagement: Strong enthusiasm for working closely with the Airbnb community, consistently demonstrating Airbnb’s core values and fostering a sense of belonging.

Responsibilities

  • Strategic Leadership: Develop and implement strategic plans that drive growth for Airbnb's Guest Services business across various regions and service categories. Navigate and address regional and category-specific challenges and opportunities. Lead recurring performance meetings across leadership and functional teams to deliver results.
  • Cross-functional Alignment: Collaborate with cross-functional teams, including product marketing, finance, marketing, sales operations, and supply, to achieve shared objectives that deliver meaningful business results. Partner to deliver Service Provider supply targets and quality supply.
  • Global Expansion: Lead cross-border projects to accelerate the global expansion of the Guest Services business, ensuring alignment with global team goals and Airbnb’s long-term goals. Architect regular competitive evaluations across global markets to ensure optimal supply and demand levers are being met.
  • Operational Excellence: Leverage your analytical skills to translate data-driven insights into actionable operational plans that enhance the performance of our services business.
  • Stakeholder Engagement: Build and maintain strong relationships with internal and external stakeholders. Provide valuable guidance and support to help Services Hosts thrive within the Airbnb marketplace.
  • Innovation & Growth: Own and influence the business outcomes of this high-growth area, strategically planning for the next phases of expansion.
  • Pricing: Analyze and deliver competitive pricing models across global markets.

FAQs

What is the primary responsibility of the Senior Programs and Business Operations Lead?

The primary responsibility is to drive the global expansion of Airbnb's Guest Services business by developing and executing innovative strategies that align cross-functional teams, enabling rapid growth while ensuring high-quality services for guests and hosts worldwide.

What is the minimum experience required for this role?

A minimum of 12+ years of experience leading high-growth businesses is required, along with a proven track record of building and scaling new businesses, preferably within the consumer services industry.

Will the Senior Programs and Business Operations Lead work with other teams within Airbnb?

Yes, the role involves extensive collaboration with cross-functional teams, including product marketing, finance, marketing, sales operations, and supply to achieve shared objectives and deliver meaningful business results.

What skills are emphasized for this position?

The position emphasizes strong analytical abilities, strategic thinking, exceptional communication and leadership skills, cross-functional collaboration, adaptability, and a passion for innovation and process improvement.

Is this position remote eligible?

Yes, this position is US - Remote Eligible, but candidates must live in a state where Airbnb, Inc. has a registered entity.

What type of projects will the Senior Programs and Business Operations Lead be involved in?

The role will involve leading cross-border projects to accelerate global expansion, conducting competitive evaluations across markets, and developing operational plans based on data-driven insights.

Does the company have a commitment to diversity and inclusion?

Yes, Airbnb is committed to inclusion and belonging, encouraging diverse ideas and welcoming all qualified individuals to apply, while also providing a disability-inclusive application and interview process.

What is the pay range for this position?

The pay range for this position is $196,000 to $245,000 USD, depending on factors such as training, transferable skills, work experience, business needs, and market demands.

Are there opportunities for bonuses or equity in this role?

Yes, this role may be eligible for bonuses, equity, benefits, and Employee Travel Credits in addition to the base pay.

Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit