The opportunity
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…
What you'll do
Review onboarding funnels for incoming Services and evaluate their readiness: for listing on Airbnb, ensuring all policy, design, and regulatory requirements are met.
Manage daily queue prioritization and work allocation; ensure the team: delivers against production goals with minimal supervision.
Serve as SME: resolve escalations and complex edge cases; guide the team on policy interpretation and ambiguous decisions.
Mentor and guide L4/L5 specialists; lead onboarding, training, and: knowledge-transfer sessions including for partner sites.
Own daily, weekly, and monthly reporting; surface operational trends and: insights to leadership; flag risks before they become escalations.
Represent the team in cross-functional meetings with Product, Policy, Legal, or Data teams.
What they're looking for
- Identify process gaps; design scalable improvements, standardize SOPs, and: drive tooling enhancements with product teams.
- Ensure key performance metrics are consistently met across Operations workflows.
- Evaluate Service submissions against Airbnb's host, content, and safety: policies; make listing-readiness decisions with accuracy and consistency.
- Champion a culture of innovation: proactively explore emerging tools, automation opportunities, and AI-driven solutions to reimagine how the team works and scales.
