Senior Manager, Operational Excellence & Strategy

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

The Trust Defense organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

As Airbnb scales, we are looking for an Ops Excellence Leader, part of the Trust Defense Operations PiO (Platform Integrity Operations), with a sensibility of how to build an operation at scale with teams to interconnect to make the Trust Operations “Machine” works.s. We need someone who has the ability to navigate operational design, product tooling, and who can get things done by collaborating with different stakeholders across Trust Defense, Legal, Comms, Trust Policy, CS and Payment. The incumbent should also recommend and implement strategy and tactics on what changes, tools we need to get to better defenses.

The Difference You Will Make

As the Operational Excellence and Strategy leader you will establish the strategic direction and deploy the operational excellence strategy for the Platform Integrity teams, focused on the areas of case management, labs, insights and center of excellence.

You will support and drive alignment for the operations functions and the strategic direction engaging the teams in the operational excellence strategy. Continuously improving their organization’s cross-functional relationships and functions, and improving employee capability, engagement, innovation, and adaptability. Motivating and inspiring employees to work safely, perform to requirements, and identify continuous improvement opportunities.

A Typical Day

• Create and maintain an engaging, collaborative, performance-focused work environment; promote a learning culture by facilitating knowledge sharing and training sessions and developing continuous improvement capability across the organization
• Create and implement effective meeting and decision-making frameworks so that priorities can be executed successfully.
• Develop Operational Excellence improvement initiatives and tactical plans.
• Help team members develop alignment documents, including memos and mission critical programs (vision, values, methods, obstacles, measures).
• Lead the Global Operational Excellence and Strategy team, which includes case management, operations insights, platform integrity labs and operations excellence.
• Communicate the Operational Excellence Strategy, required changes, and continuous improvement initiatives.
• Invest in and enable team collective success - deliver Trust Defense Ops outcomes and build a cohesive, high caliber PIO culture
• Help plan offsites, team and sub-team meeting cadences and agendas, special cross-functional projects, communicating the Trust organization’s mission, achievements etc thereby playing a key role in setting and reinforcing the tone and culture of the team.
• Help develop templates and frameworks for presenting content in meetings, training materials and senior leadership forums..
• Influence Airbnb cross-functional teams globally, gaining buy-in from key stakeholders and identifying operational efficiencies and synergies across organization boundaries
• Address special projects and when needed, you will find, retain and lead external advisors.
• Partner with Trust Policy, Product, Legal, Comms, Engineering, and Senior Leadership in building influential, productive relationships within the team and throughout the Airbnb organization.
• Develop and deliver communication and change management plans to internal and external stakeholders to identify and remove project implementation risks and roadblocks and effectively implement and sustain operational changes.
• Set the foundations of operational excellence, increasing overall effectiveness and helping to scale the Platform Integrity Operations teams and Trust Defense Ops overall.

Your Expertise

• 5+ years in managerial experience
• Availability for a regular schedule of 5 days work per week (40 hours), mutually agreed with your manager, which may include weekend days and public holidays. Shifts may include evening or early morning hours.
• Strong project management skills.
• Ability to operate within a constantly changing environment. Strong bias for action, including the ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment.
• 4 + years of Trust & Safety domain experience.
• 5+ years’ experience setting a vision and communicating goals and strategies across multiple leadership levels of an organization.
• Ability to be a hands-on leader that can move from long-term strategy to day-to-day tactical operational challenges.
• Demonstrated ability to serve as an expert in managing and navigating cross-functional efforts, as this position will partner with multiple Airbnb teams and others to deliver on growth.
• Demonstrated ability to work in ambiguity and help scale systems, processes and teams.
• Demonstrated technology savvy: ability to work with Product and technology teams to develop innovative customer-centric solutions.
• Strong organizational planning and development, and business judgment.
• Exceptional verbal and written communication skills.
• 8+ years’ experience in operations/manufacturing or business development, preferably within technology companies.

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. The working hours for this role will be 12pm - 11pm PST, and the two shifts available are as follows: Sunday, Monday, Thursday, Friday & Tuesday, Wednesday, Friday, & Saturday.

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: [email protected]. 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