Strategic Business Operations Manager - 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 Community You Will Join

The Community Support org handles tens of millions of interactions yearly, engaging with Airbnb customers by phone, messaging, chat, or social media channels The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims

The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions.

The Difference You Will Make

We are seeking an experienced Business Operations Manager to lead and advance Airbnbs global goodwill strategy, a high-impact role sitting at the intersection of business strategy, financial stewardship, and customer experience.

Reporting to the Director of Global Community Support Business Operations, you will design and lead a global goodwill program, driving its continued evolution and operational excellence across our Global Community Support organization

You will be accountable for budget adherence and operational expense targets, ensuring the program consistently delivers meaningful impact in alignment with Airbnbs business and financial goals.

The ideal candidate is a strategic thinker and excellent collaborator with the ability to translate complex data into actionable business insights. You will engage regularly with senior and executive stakeholders, communicating program performance, strategic direction, and key outcomes with clarity and confidence.

This role offers a unique opportunity to shape how Airbnb shows up for its global community at scale, driving a program that is both commercially disciplined and deeply human in its impact.

A Typical Day

Strategic Program Design, Optimization and Implementation: Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as