# Principal, Community Support, Strategic Finance

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Revenue Operations
**Salary:** $168k – $206k/yr
**Experience:** 9+ years
**Skills:** strategic finance, Financial Modeling, SQL, ROI Analysis, Unit Economics, Forecasting, ai initiatives analysis
**Posted:** 2026-07-14

> Strategic finance partner to Airbnb's Community Support leadership, building ROI frameworks, evaluating AI and support models, driving financial planning, and advising on high-impact investments and initiatives.

## Job Description

## 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.

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