Senior Manager Product Operations, Strategy And Excellence

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 AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Difference You Will Make

As a Senior Manager of Product Operations, Strategy and Excellence, you will lead cross-functional teams to drive the success of the company's products and services. You will be responsible for driving and executing strategies that improve the customer experience, community engagement, and community protection, while ensuring operational excellence across all Aircover suite of products and services.

In this role, you'll create and drive the heartbeat of the organization's operating rhythm to deliver best-in-class customer experience and community protection across operations, product, and cross-functional teams. You'll work closely with partners to influence prioritization, drive accountability, deliver improvements, and scale changes. You'll also grow team engagement through people and culture initiatives, and offer recommendations to drive partnership and accountability in addressing organizational challenges.

You will bring life to strategy by driving execution and nurturing relationships across teams in Product, Business Operations and Strategic Partnerships, Engineering, Operations, Product Marketing, Legal, and Comms. You set the highest standards of quality for your work, and hold yourself and others accountable. This individual will bring structure and prioritization to the organizational challenges and provide recommendations in order to drive accountability and collaboration.

• You work independently, with guidance in only the most complex situations
• You translate strategic and organizational priorities into structured, actionable plans to drive upstream change and innovation to improve our customer experience
• You enjoy bringing life to strategy, product operations, excellence to drive and amplify quality
• You are bias for action in identifying actionable plans from a problem and to deliver outcomes
• You naturally build trust to drive successful for stakeholders and business partners
• You are passionate about developing and mentoring your team to reach their full potential
• You drive influence by keeping the business informed on strategic performance metrics, identifying opportunities to improve the customer experience, and driving upstream changes with operations and product leaders
• You can manage competing priorities while establishing clear expectations and clarity among stakeholders

A Typical Day

Strategy for the Aircover Scaled Operations and Optimization organization

• Inform the business on strategic performance metrics, identifying opportunities to improve the customer experience, and driving upstream changes with operations and product leaders.
• Be the voice of Aircover Scaled Operations and Optimization organization
• Run cross-functional strategic projects ,handle incident coordination, organizational change management and alignment activities
• Drive storytelling for what problems you’re solving for and the vision you’re going after, combined with the capacity to dive into minute details.
• Support and work with senior leadership to develop and execute on our one-company roadmap and Aircover strategic pillars.
• Provide thought leadership and guidance on key initiatives, such as product launches, feature releases, and customer engagement programs.
• Partner with senior leaders to develop best-in-class executive presentations and run-of-shows to drive buy-in and cascade organizational priorities.
• Work with Director of Business Ops and Partners to ensure operations initiatives ladder up and support overall Aircover strategy
• Create and manage the heartbeat of the Ops’ organization operating rhythm
• Bring life to Operations strategy through translating complex ideas into structured, actionable plans to drive upstream change and innovation to improve the customer experience.

Product Operations

• Implement a framework to proactively identify, assess, and recommend inputs / action plans to improve product, operations, and customer experience.
• Lead cross-functional teams to bring to life product strategies and drive product success with seamless operational execution.
• Analyze performance data to identify opportunities for product improvements and to optimize the customer experience.
• Partner with product stakeholders to define the strategy for tooling products, ensuring we’re able to protect and grow our community with best in class case management, regulatory monitoring, and investigation tools while the business scales
• Ensure regulatory compliance and adherence to industry standards and SOX controls
• Partner closely with cross-functional teams, including Product, Engineering, Legal, Compliance, and Insurance Partners, to develop and execute insurance product strategies.
• Develop and maintain documentation and processes related to product operations, including product requirements, policies and procedures, and other operational documentation.

Excellence

• Ensure community engagement is aligned with the company's mission and values, while also prioritizing community protection.
• Develop and execute strategies to improve customer engagement, community building, and community protection.
• Drive key initiatives to improve community engagement, satisfaction, and protection.
• Develop and maintain documentation and processes related to community management, including community policies and procedures, and other operational documentation.
• Support service delivery and escalations teams by establishing a framework for repeatable and predictable resolutions
• Analyze community data to identify opportunities for engagement improvements and to optimize the community experience.
• Implement the voice of customer, service recovery programs so we have a deep understanding of what is getting in the way of seamless customer journeys.

Your Expertise

• Proven ability to negotiate skillfully in difficult situations with both internal and external groups.
• 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.
• 10+ years’ experience in product, product ops, strategy, and operational excellence, preferably in high tech and/or matrixed global organizations.
• Demonstrated ability to identify and resolve issues through effective problem solving skills.
• Open, collaborative style with a Airbnb-first mentality.
• Have worked among a global team with competing priorities.
• 5+ years’ experience as a global people manager role.
• 5+ years’ experience setting a vision and communicating goals and strategies across multiple leadership levels of an organization.
• Ability to operate within a constantly changing environment with strong bias for action, including the ability to juggle multiple priorities and effectively deliver in a fast-paced, dynamic environment.
• Demonstrated influence ability to partner with Product and technology teams to develop innovative customer-centric solutions.
• Strong track record of leading, recruiting, and coaching high performing teams.

Leadership: Possess strong authentic leadership skills, and invest and enable team’s collective success by building a cohesive, and high caliber team.

Strategic mindset: Ability to understand complex relationships and make connections between organization and internal and external environments, and being adept at delivering results while managing competing priorities and navigating ambiguity.

Navigating ambiguity: Demonstrated track record working on ambiguous and unpredictable programs while creating structure and consistency.

Strong communication: Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences. Skilled in presenting complex and sensitive customer issues, with the ability to analyze large data sets and draw reasonable conclusions.

Influence Airbnb cross-functional teams globally: Proven ability to collaborate effectively across disciplines, regions, and seniority levels. Strong negotiating skills and experience in communicating recommendations to both internal and external stakeholders.

Divergent thinking: Demonstrates creativity and inspires others to think outside the box.Expert at critical thinking and problem solving, with a focus on innovative solutions.

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: [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