Manager, Tooling & Infrastructure

The Community You Will Join: 

The Scaled Operations team at Airbnb increases the effectiveness, utilization, quality and impact of the Homes and Experiences on Airbnb using people-powered operations. We also work closely with the Standards team to devise and test policies that will balance the needs of our guests and hosts.

The Tooling and Infrastructure function on Scaled Operations is responsible for creating and managing the systems that our teams use to acquire, vet and optimize our supply of Homes and Experiences. These systems might include CRM systems such as Salesforce, labeling tools such as Labelbox, reporting and dashboard tools (e.g. Tableau) and internally built tools. The Tooling and Infrastructure team work with many stakeholders to gather requirements, from sales to marketing to operations, and then they work with product and engineering teams (internal and external) to get platforms and features built.

The Difference You Will Make:

As a Tooling and Infrastructure Operations Manager you will be responsible for developing and launching tools and platforms 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 systems 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 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:

• 6+years of work experience with increasing responsibility in a technology or consulting environment
• Bachelor’s Degree or equivalent; Masters a plus
• Experience managing and executing large cross-functional projects in the technology / operational space; knowledge of Salesforce and similar CRM tools 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

Your Location:

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.

Our Commitment To Inclusion & Belonging:

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.