Airbnb에서 글로벌 굿윌(Goodwill) 프로그램을 총괄할 전략적 비즈니스 운영 매니저를 채용합니다. 10년 이상의 대규모 운영 및 전략 수립 경험이 필수이며, 데이터 기반의 의사결정과 복잡한 이해관계자 관리에 능숙해야 합니다. 글로벌 커뮤니티 지원 조직의 효율성을 높이고 재무적 목표를 달성하는 핵심 역할을 수행하게 됩니다.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Support org handles tens of millions of interactions yearly, engaging with 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.
We are seeking an experienced Business Operations Manager to lead and advance Airbnb's global goodwill strategy, a high-impact role sitting at the intersection of business strategy, financial stewardship, and customer experience.
Reporting to the Director of Global Community Support Business Operations, you will design and lead a global goodwill program, driving its continued evolution and operational excellence across our Global Community Support organization. You will be accountable for budget adherence and operational expense targets, ensuring the program consistently delivers meaningful impact in alignment with Airbnb's business and financial goals.
The ideal candidate is a strategic thinker and excellent collaborator with the ability to translate complex data into actionable business insights. You will engage regularly with senior and executive stakeholders, communicating program performance, strategic direction, and key outcomes with clarity and confidence.
This role offers a unique opportunity to shape how Airbnb shows up for its global community at scale, driving a program that is both commercially disciplined and deeply human in its impact.
Strategic Program Design, Optimization and Implementation: 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.
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.
Drive Implementation and process optimization for the Goodwill program: Experience driving a global goodwill program inclusive of setting all operational milestones and success criteria in order to meet the organization's customer experience expectations and financial budget targets.
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.
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: reasonableaccommodations@airbnb.com. 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.
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$168,000—$210,000 USD
