Senior Manager, Scaled Ops

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.

We are a strategy and operations team focused on defining quality for Airbnb Luxe Stays, and ensuring our supply meets or exceeds our quality bar. We are seeking a senior operations manager who is exceptionally effective, strategic, analytical, collaborative, and an excellent communicator.

The Luxe business is a category of 4,000 vetted, high-end homes with exceptional quality and premium service. The Luxe Host Ops team provides direct support to new and existing Luxe Hosts by conducting in-person walkthroughs, uplevelling merchandising and providing ongoing day-to-day support.

Role and Responsibilities

• Manage multiple projects simultaneously, ensure they are completed on time and within budget. This includes coordinating with cross-functional teams and external vendors.
• Identify and close ongoing gaps in quality management across the business.
• Collaborate with counterparts in other offices globally to share insights and work on global and cross-functional initiatives.
• Manage quality escalations operations and supporting agent team.
• Train new team members, including creating training materials and conducting sessions to ensure new hires are well-prepared for their roles.
• Continuously look for ways to improve operational processes. This includes identifying bottlenecks, proposing solutions, and implementing changes to enhance efficiency.
• Measure and analyze supply performance, in close partnership with Data Science and Product
• Ensure operations comply with legal and regulatory requirements. This includes managing risks and implementing measures to mitigate them.
• Maintain clear and effective communication with stakeholders, providing regular updates and addressing any concerns. This includes contributing to weekly leadership updates, providing key insights and progress reports on ongoing projects.
• Take on special projects as needed, that often require quick thinking and problem-solving skills.

Qualifications

• 10 years of work experience in quality operations, management consulting, and/or project management
• Deep expertise in global operational initiatives with a track record of defining and delivering on key business objectives with impactful results
• Hands-on approach of getting things done with a sense of urgency and quickly adapting priorities to unexpected changes to achieve project goals and objectives
• Proven track record navigating a matrixed organization and building senior relationships to achieve goals with cross-functional teams, including product, sales & account management, data science, and policy
• Strong analytical skills, including creating and using data, to understand problems, communicate opportunities, and make informed decisions; SQL knowledge is a plus
• Ability to make decisions balancing short-term gains with long-term strategic positioning
• Excellent organizational skills with high attention to detail and quality
• Excellent written and verbal communication skills, excellent presentation skills
• Intellectually curious, open-minded self-starter who is comfortable with ambiguity and risk and excited by dynamic change
• Preferred: Experience in luxury hospitality

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: $40-$48/hour.

Benefits: Medical, Dental, Vision, 401K

Salary : $40 - $48