Principal, Strategic Finance, Community Support

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 Difference You Will Make:

We're looking for a thoughtful, analytically rigorous, and strategically minded finance professional to partner with our Community Support leadership team. This role sits at the intersection of strategy, product, and operations: evaluating the impact of what we build, shaping the Airbnb customer experience, and connecting Community Support initiatives to Airbnb's broader company priorities.

You'll be a trusted advisor to leadership and a key voice in cross-functional conversations across Product, Engineering, Finance, and Operations, working on some of the most consequential technology and investment decisions at Airbnb.

A Typical Day:

• Build frameworks to measure ROI and cost-effectiveness of technology deployed within Customer Support, surfacing where investments are working and where spend should be reallocated
• Develop financial analyses evaluating AI initiatives, differentiated Customer Support models, unit economics, customer retention, and contribution margin
• Provide financial analysis and deal support for negotiations with operations partners to secure optimal pricing and contract terms
• Ensure Customer Support proactively and efficiently supports new business initiatives such as Hotels on Airbnb, Experiences, and other partnerships
• Monitor Customer Support industry trends and emerging technologies, including AI in customer service, to identify risks and opportunities
• Own core financial planning for CS, including forecast accuracy, the annual planning process, and long range planning

Your Expertise:

• 9+ years in strategic finance, investment banking, or management consulting, ideally with meaningful exposure to customer support or operations at enterprise scale
• Resilient under pressure, with a track record of prioritizing and delivering in fast-paced, ambiguous environments
• Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders
• Superb financial mo