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 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 You Will Join:

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

The Difference You Will Make:

We are looking for an enthusiastic, dedicated l Operations Manager who will be able to lead our regional teams and drive performance in furtherance of our functional goals and priorities. The Operations Manager is responsible for managing service performance, operations and strategy execution within a region, in line with the company strategy while driving continuous improvement towards service outcomes.

A Typical Day:

As an Operations Manager in the service sector, the role involves hands-on management of leads within a specific service tier. The focus is on delivering effective outcomes in the designated region. This responsibility may extend to overseeing team leads in satellite offices.

Key Responsibilities:

    - Directly manage leads within the service tier.

   - Provide regular, actionable, and goal-oriented performance feedback.

   - Ensure the achievement of desired service outcomes.

   - Clearly communicate direction and goals.

   - Provide regular coaching for performance and career growth.

   - Foster an environment of continuous improvement.

   - Provide leadership and guidance to teams handling complex tasks.

   - Support teams in effectively managing escalated or complex investigations.

   - Represent Operations in direct or in-person interactions with users facing urgent or high-value situations.

   - Act as a decision-maker in cross-functional working groups 

   - Collaborate with Partners and the Global Strategy Team to address urgent or sensitive issues.

   - Contribute to decision-making in response to active cases.

   - Work with Workforce Management and Business Analytics teams to ensure capacity plans align with service goals.

   - Consider local market and business needs in capacity planning.

   - Communicate service performance across internal and partner teams to regional stakeholders.

   - Review, synthesize, and present findings from technical or complex data analysis related to trends.

   - Collaborate with Shared Services and Service Manager to manage delivery and execution of initiatives.

   - Drive continuous improvement within the region.

This multifaceted role requires a strategic approach, effective communication, and proactive leadership to ensure the successful management of operations and continuous improvement in service delivery.

Your Expertise:

• Bachelor’s degree or equivalent; Master’s degree or certifications in preferred fields such as statistics, actuarial science, business administration, economics, finance, operations management, insurance, and risk management.
• Minimum 8 years of experience in operations-related roles.
• At least 3 years in a people management role, overseeing team leads and front-line staff.
• Proven experience in managing partners and optimizing partner performance.
• Track record in deploying resources for real-time crisis management.
• Experience in setting and monitoring operational and functional targets.
• Customer Obsessed - Strong understanding of all metrics and how they impact user experience
• Leadership of cross-functional or cross-regional collaborative teams.
• Immediate experience in identifying and acting on performance trends for continuous improvement.
• Familiarity with interfacing training, business process improvement, or quality assurance teams.
• Background in running continuous improvement projects and initiatives.
• Demonstrated success in driving metrics improvement processes.
• Experience in driving product improvement initiatives.
• Creative thinking and problem solving skills
• Detail Orientation

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.