[Remote] Strategic Business Operations Manager - Community Support

Note: The job is a remote job and is open to candidates in USA. Airbnb, founded in 2007, has grown to connect over 5 million hosts with guests worldwide. They are seeking a Strategic Business Operations Manager to lead their global goodwill strategy, focusing on budget adherence, operational excellence, and engaging with senior stakeholders to drive program performance and customer satisfaction.ResponsibilitiesCreate the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization effortsBe the main point of contact driving core product and policy initiatives related to how we extend goodwill to customersDefine and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goalsDrive all change management and continuous improvement initiative efforts across the global footprintBuild an operating management system to track program performance across a global network of partner sitesDrive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practicesEstablish Metrics to measure the success of the good will initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targetsDrive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherenceReport out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision makingAssess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policiesLiaise with Community Support teams to implement and monitor goodwill programsProvide leadership program performance health readoutsA proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and AnalyticsCollaborate closely with stakeholders to communicate the program strategy and ensure tight rollout globally to all sites as well as ensure effective governance for all goodwill initiativesExperience driving a global goodwill program inclusive of setting all operational milestones and success criteria in order to meet the organization's customer experience expectations and financial budget targetsSkills10+ years experience managing large scale operations and strategy in roles with increasing responsibilityExperience with process design and optimization, strategic operations and customer support strategiesExperience working in global/matrixed environment with the ability to solve problems and influence cross-functional teamsExecutive presentation skills with the ability to develop a strategy, communicate it clearly and get buy-in and support to executeExcellent stakeholder management skills - including proven experience working with senior leaders on global programsOutstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctlyProven experience in a role requiring high-attention to detail and organization skills with a proven track record of leading/driving results at scaleAbility to thrive in ambiguity in a fast-paced, hyper-growth organizationStrong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisionsProficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program outcomesExperience using SQL, Python and/or Tableau is preferredOperations, Management Consulting or Financial/analytics background preferredBenefitsBonusEquityBenefitsEmployee Travel CreditsCompany OverviewAirbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com.Company H1B SponsorshipAirbnb has a track record of offering H1B sponsorships, with 27 in 2026, 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.