Strategic Business Operations Manager, CS Implementation Readiness

The Community You Will Join: 

The Community Support org handles tens of millions of interactions yearly, engaging with one in five 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 looking for a highly strategic and operational Business Operations lead to drive ramp up and ramp down readiness staffing efforts and ensure seamless execution of key operational initiatives within our global Community Support (CS) team. This role is crucial in ensuring we meet launch deadlines by aligning planning and delivery teams to successfully meet the staffing needs across the global network.

A Typical Day: 

• Design the labor strategy and framework for deciding the optimal resource distribution across internal and external sites.
• Determine the optimal internal vs external ratios by region, staff group and language in order to ensure operational continuity and scalability. 
• Define the appropriate staffing ratios for all CS support roles and track ratio adherence to ensure annual budget adherence. 
• Partner with finance to build robust unit economics for each staff group.
• Design and operationalize the resource strategy to meet service design requirements for key business initiatives, such as combining staffing queues, launching new services, sunsetting sites or any business initiative requiring mobilizing resources differently to meet changing business needs. 
• Manage the ramp readiness and implementation process globally for the CS operations for all peak events. 
• Report on key milestones and ongoing status updates of peak readiness efforts to leadership.

Your Expertise:

• 10+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results.
• Operations, Management Consulting or Financial/analytics background preferred.
• Must have deep functional domain expertise and knowledge in contact center operations and best practices. 
• Experience with process design and optimization, strategic operations and customer support strategies.
• Proven track record of managing readiness and implementation efforts for large cross-functional business initiatives.
• Skilled at working effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities. 
• 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.
• Exceptional influencing skills with the ability to work with a diverse group of stakeholders.
• Excellent stakeholder management skills with the ability to influence at all levels.  
• Outstanding written and verbal communication and presentation skills.
• Strategic thinker skilled at articulating a balanced business case succinctly to executives.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.