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Senior Community Operations Lead, Experiences

Airbnb

Airbnb

Operations
United States
Posted on Thursday, June 27, 2024

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:

Airbnb’s accommodation marketplace offers access to millions of places to stay in more than 191 countries, from apartments and villas to castles, treehouses and B&Bs. With Airbnb Experiences, people can see a different side to a destination through unique, handcrafted activities run by locals. All of this is brought together in one easy-to-use and beautifully designed website and application.

The Difference You Will Make:

The Airbnb Community team is looking for a seasoned Global Community Programs Operations Lead to build and own the operating system across Community to support Experiences. In this role, you will report to the Director of Global Community Programs and work closely with the central Program Management function as well as across all Community sub teams. This role will establish processes and resources that empower all Community sub teams to deliver their functional deliverables to support all segments of Hosts (new Hosts, existing Hosts, Cohosts) and tiers of Hosts (Local Experts, Destination Experts, Services).

A Typical Day:

  • Establish systems to support all Community workstreams related to Experiences as well as points of intersections with other key workstreams
  • Act as connective tissue and primary program POC across functional DRs and key projects
  • Ensures consistency and cohesion between launch and business sustainment work
  • Manages stakeholder communications, cascades and channels
  • Identifies and manages Community milestones across all sub projects within the program
  • Create and maintain Community channels to support work across the team as well as connect into the priority cross functional workstreams. Connect dots across other key workstreams to help find efficiencies for our team and Hosts.
    • Implement and iterate on MBRs / WBRs or comparable processes
    • Maintain close relationships with Program Management across other related workstreams
  • Supports, anticipates and adapts resourcing needs from the team to ensure milestones and deliverables are met
    • Looks across timelines and program milestones to ensure we are strategic how we are staffing the team to support Experiences
  • Work closely with PgM group and Business Operations to establish reporting and measurement of Community
    • OKR reporting: Develop, maintain, and improve monthly OKR reporting
    • Support and roll out ongoing quality management processes and protocols as established by the business.

Your Expertise:

  • Senior leader with 12+ years of related work experience, particularly in Program Management, Strategy or Operations roles
  • Track record of leading large scale, high impact, cross-functional efforts and drive projects from ideation to strategy and implementation
  • Ability to build a compelling narrative internally and externally
  • Highly developed analytical, interpersonal, and verbal/written communication skills
  • Experience with leading plan development from beginning to end with little oversight. Must be able to think holistically but also ensure the details are addressed.
  • Strategic and authentic relationship builder with the proven ability to lead and influence peers and executives globally
  • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure
  • Excellent written and oral communication skills.
  • Experience with Airtable, Excel/Google Sheets, Superset is a strong asset
  • Solutions oriented and creative problem solver. Able to identify real obstacles constructively.
  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it.

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.

How We'll Take Care of You:

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
$185,000$230,000 USD