Senior Business Operations Lead, Community Support

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

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:

This role will design and lead the global goodwill/loyalty business strategy and operations as well as all budget adherence for our Global Community Support organization. In this role you will analyze, develop, operationalize and implement business strategies to optimize goodwill offerings in alignment with Airbnb’s  business and financial goals. In addition, you will be responsible for engaging with senior stakeholders to report strategic insights and regularly share progress on program outcomes. The ideal candidate will have strong experience in designing business strategies that are global in nature, can create and manage a detailed roadmap, be a strategic thought leader in creating the operational expense target and ensure the organization adheres to the budget. This lead will have strong business acumen with the ability to draw business insights from data and can synthesize and communicate effectively with executive stakeholders.

A Typical Day: 

• Strategic Program Design, Optimization and Implementation:  Create the end-to-end Goodwill/loyalty 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 satisfaction and meet financial targets.
• Business and financial management: Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence.
• Monitoring and Reporting Program health: Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making. 
• Risk Management: 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.
• Stakeholder Management: Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership program performance health readouts.
• Cross-functional Collaboration: 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.
• Drive communication and rollout plan: 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. 
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