Salesforce Operations Manager, Scaled Ops (contract)

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 more than 100, 000 cities and towns located in 220 countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.
  
  

The Salesforce team on Scaled Operations is responsible for creating and managing the Salesforce platform that our teams use to acquire, vet and optimize our supply of Homes and Experiences. The Salesforce team works with many stakeholders to gather requirements, from sales to marketing to operations, and then they work with Salesforce engineering team to build features, provide operational support and resolve bugs.

The difference you will make:

You will be responsible for developing and launching features and processes for our internal teams and external partners . You will need to work closely with our cross-functional partners throughout the program design and execution process. This will involve requirements gathering, solution development, roadmap planning, project management, feature testing and deployment (UAT, training, onboarding). You will also need to report out on the performance of these systems and programs.

In addition to developing new features and processes you will need to manage parts of the operation yourself, such as data uploads/downloads, maintaining access lists, and overseeing the onboarding of new cohorts of users. You will need to balance your time allocation between running programs day to day and investing in improved systems for the future. In a rapidly moving business environment you will need to make quick adjustments as new priorities develop and retain a flexible planning and management approach.

A typical day:

• Collaborate with a diverse set of stakeholders to understand their needs and then work with Salesforce Product/Engineering to design, build and deploy solutions
• Become a subject matter expert in the systems you have responsibility for, holding office hours, mentoring others on the uses of it and writing documentation on best practices
• Communicate prioritization decisions and project progress via updates, presentations and docs, including roadmaps, and answer urgent questions from senior leadership when required
• Deliver change management process across communication, training and support for our partner teams (including e.g. troubleshooting assistance)
• Manage your own roadmap by identifying new project opportunities and proposing prioritization within existing requests
• Work with Engineering and Analytics to automate repetitive operational tasks such as candidate pipelines and data processing
• Skillfully navigate multiple competing priorities, managing expectations, foreseeing obstacles, acting proactively and influencing resourcing decisions
  
  

Your expertise:

• 4 years of work experience with increasing responsibility in a technology or consulting environment
• Experience managing and executing large cross-functional projects in the technology / operational space; knowledge of Salesforce is critical; knowledge of similar CRM tools is a plus
• Hands-on experience of onboarding teams, including training and technical support
• Analytical toolkit - Modeling and data manipulation in Excel is critical, SQL is a bonus
• Experience running prioritization processes, building roadmaps, writing project plans and business cases, and conducting tooling roll-outs
• Confidence, resilience, creativity and self-sufficiency in solving problems yourself
• Exceptional collaborator and influencer with the ability to work across functions and geographies and with partners at differing levels of seniority
• Excellent written and oral communication skills
  
  

Education:

• Bachelor’s Degree or equivalent; Masters a plus
  
  

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $54-$64/hour.

Benefits: Medical, Dental, Vision, 401K