Operations Lead, Airbnb
Engagement
CA$126-157k
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
CA$126-157k
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- 10+ years’ experience in operations, program management, or campaign management, preferably in a tech or marketplace environment
- Excellent project management and organizational abilities
- Effective communicator with experience influencing cross-functional teams
- A passion for community building and user engagement
- Ability to lead and drive initiatives across a matrixed organization, solve problems, and influence cross-functional teams
- Detail-oriented and strong multi-tasker with ability to manage multiple projects and initiatives simultaneously
- Demonstrated experience in customer success including proactive voice outreach initiatives to engage, support, and retain clients
- Demonstrated success managing multi-channel campaigns from concept through execution and analysis
- Strong analytical skills; comfort with campaign dashboards and metrics
- Strong communication and interpersonal skills
- Comfort with ambiguity and rapid change
- Experience in the tech or marketplace industry is preferred
- Airtable proficiency and Salesforce expertise is preferred
What the job involves
- As an Operations Lead, Engagement, you will lead strategic and day-to-day operations that drive efficiency, scalability, and growth across key business functions
- You will oversee complex projects, and ensure operational excellence in a fast-paced, dynamic environment
- You will play a pivotal role in designing, executing, and optimizing host outreach initiatives aimed at delivering against business priorities while engaging and supporting our host community
- Partnering closely with cross-functional teams including Community, Product and Data Analytics, you’ll ensure campaigns drive measurable business outcomes
- This high-impact role is designed for a seasoned leader who thrives on problem-solving, cross-functional collaboration, and delivering results
- Develop and implement operational strategies that support broader company objectives and team goals
- Lead high-priority projects from conception to execution, ensuring alignment with business priorities
- Design and manage end-to-end host outreach campaigns to support business priorities (e.g., new product launches, policy updates, education). Coordinate campaign calendars, ensuring effective sequencing and minimal overlap
- Work cross-functionally to align on campaign objectives and deliverables. Coordinate with cross-functional teams to ensure all resources and campaign assets are available, functioning, and aligned with campaign timelines
- Maintain a deep understanding of host needs, pain points, and motivations. Ensure campaigns are empathetic, actionable, and build host trust
- Develop and document scalable campaign management processes, templates, and playbooks
- Identify and implement opportunities for automation and efficiency
- Set up and maintain robust tracking mechanisms to monitor campaign performance, including data collection, analytics, and reporting tools. Regularly review performance metrics, identify trends, and provide actionable insights to stakeholders
- Use data and feedback to measure campaign effectiveness; identify areas for improvement and implement optimizations. Share insights and results with leadership and advise on best practices for future outreach
- Oversee the selection, implementation, and ongoing maintenance of the systems, platforms, and tools required to execute outreach campaigns. Ensure these tools are properly integrated and optimized for efficiency and continuously assess them, recommending upgrades or changes to improve reliability, scalability, and effectiveness
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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