# Strategic Business Operations Manager

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Business Operations
**Salary:** $168k – $210k/yr
**Experience:** 10+ years
**Skills:** SQL, Python, Tableau, AI Tools, Process Design, Strategic Operations, Budget Management, Stakeholder Management, Data Analysis, Change Management
**Posted:** 2026-06-16

> Lead Airbnb's global goodwill program strategy and operations, managing budget, performance metrics, and cross-functional execution to balance customer experience with financial targets.

## Job Description

## 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 well as driving all monitoring and optimization efforts.
- Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers.

## Strategic Operations
- Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals.
- Drive all change management and continuous improvement initiative efforts across the global footprint.
- Create an operational management system to track program performance across a global network of partner sites.
- Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices.
- Establish metrics to measure the success of the goodwill initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets.

## Business and Financial Management
- Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence.
- Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making.
- Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies.
- Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance.

## Stakeholder Management and Cross-functional Collaboration
- Liaise with Community Support teams to implement and monitor goodwill programs.
- Provide leadership program performance health readouts.
- Manage programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics.
- Instill accountability and discipline, rigor, and process throughout an organization.
- Collaborate 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 initiatives.
- Drive implementation and process optimization for the Goodwill program, setting all operational milestones and success criteria in order to meet the organization's customer experience expectations and financial budget targets.

## Your Expertise
- 10+ years experience managing large scale operations and strategy in roles with increasing responsibility.
- Experience with process design and optimization, strategic operations and customer support strategies.
- Experience working in global/matrixed environment with the ability to solve problems and influence cross-functional teams.
- Executive presentation skills with the ability to develop a strategy, communicate it clearly and get buy-in and support to execute.
- Excellent stakeholder management skills - including proven experience working with senior leaders on global programs.
- Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly.
- Proven experience in a role requiring high-attention to detail and organization skills with a proven track record of leading/driving results at scale.
- Ability to thrive in ambiguity in a fast-paced, hyper-growth organization.
- Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions.
- Proficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program outcomes.
- Experience using SQL, Python and/or Tableau is preferred.
- Operations, Management Consulting or Financial/analytics background preferred.

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