Strategic Business Operations Manager – Community Support

Airbnb

Business Operations Manager leading global goodwill strategy for Airbnb's Community Support. Designing and implementing operational excellence initiatives with financial oversight and stakeholder collaboration.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $168,000 - $210,000 per yearWebsite

Tech Stack

Tools & technologies

PythonSQLTableau

About the role

Key responsibilities & impact

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.
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 goodwill 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. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance.
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. Able to instill accountability and discipline, rigor, and process throughout an organization.

Requirements

What you’ll need

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

Comp & perks

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

ATS Keywords

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Hard Skills & Tools

process designoptimizationstrategic operationscustomer support strategiesdata analysisSQLPythonTableauprogram managementbudget management

Soft Skills

stakeholder managementexecutive presentationcommunicationleadershipproblem-solvingattention to detailorganizational skillsinfluencecollaborationadaptability