Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

Every day, millions of Airbnb hosts around the world create comfortable, reliable and welcoming stays and Experiences for our guests. Hosting on Airbnb offers a unique way to meet our Hosts’ financial goals but the rewards for opening their home or sharing a passion go beyond their bank account. Hosting also offers the opportunity to impact their local community, share their culture and connect with people they wouldn’t have met otherwise.

Our Hosting organization exists to bring a wider array of diverse Hosts into the Airbnb Community, support their success, earn their trust, and ensure their safety and security.  As the world emerges from the COVID-19 pandemic, Airbnb aspires to lead the travel industry with an entirely new form of community-powered travel, where creatively-led design is at the core of our offering.  We know that our global community of hosts is one of Airbnb’s most precious assets and we are very intentional on how we nurture the common identity of being an Airbnb Host.

About the role

Airbnb is only as good as the hosts, listings, and experiences available on the platform. The Scaled Operations team within Hosting supports the business across product surface areas to provide human powered results. In this highly cross-functional role as Senior Manager, Scaled Operations, you will lead the Engagement team within Scaled Operations to shape our strategy for scalable host engagement, working with the Airbnb community to help them learn, grow, and thrive on the platform. You’ll be responsible for changing real-world outcomes through scalable human powered services.

Responsibilities:

  • Set the strategy and build a foundation for Engagement across Hosting (Homes and Experiences), while leading a team of Operations Managers.
  • Drive the execution and operationalization of central programs and strategies across all regions, globally.
  • Manage and run the business needs of the organization, from targets and goals to outcomes and accountability. 
  • Define the key operational support tools/systems/processes required to meet the rapid growth of the business and achieve or exceed our success goals and quality objectives.
  • Create workflows and processes that optimize for both a high quality bar (integrity of the program is paramount) and efficiency
  • Align with both internal and external (partner) stakeholders and move projects through the entire lifecycle (goals, schedules, risks, etc.)
  • Oversee management of offshore operations teams and improve day-to-day operations, outcomes, and relationships. 
  • Build alignment across product teams, cross-functional partners (FP&A, Marketing, Operations, Guest Experience, Trust, Product, Engineering, etc.) and the Leadership/Executive teams

Qualifications:

  • 12+ years of related work experience, with at least 5 years of experience managing teams.
  • Track record of leading large scale, high impact, cross-functional efforts and drive projects from ideation to strategy and implementation at the Executive level
  • Prior experience process management - Experience with designing, implementing, and improving effective and efficient work processes
  • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure
  • Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
  • Strong analytical, data, and troubleshooting skills.
  • Excellent written and oral communication skills.
  • Creative problem solver. Able to identify real obstacles and viable solutions.
  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve