Principal, Community Support, Strategic Finance

Responsibilities

• 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.

Requirements

• 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 modeling skills; comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data.
• Familiarity with SQL or willingness to learn; able to independently extract, manipulate, and analyze large datasets and develop strategic narratives for an executive audience.

Nice-to-Haves

• Experience at a scaled marketplace, platform, or technology company with a global CS operation.
• Familiarity with data visualization software.
• Familiarity with customer support economics.