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 that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
As Senior Payments Operations Manager for Procedures, Standards & GTM Readiness, reporting to the Director of Payment Operations, you’ll lead the development, standardization, and execution of Airbnb’s global payments procedures and standards, change management, and go-to market readiness for payments products. This is a high-impact and high-influence individual contributor role that sits at the intersection of strategy, operations, and platform enablement.
The Difference You Will Make:
In this role, you’ll drive the creation and adoption of global and localized procedures & standards, steer change management by identifying gaps and championing their resolution end-to-end, and oversee go-to-market (GTM) readiness for payments initiatives that touch our guest and host community. You will partner deeply with local business leaders and cross-functional stakeholders to deliver world-class payment experiences that bridge global capabilities with market realities and ensure Airbnb’s payments infrastructure supports innovation, stability, and efficiency. This role requires a blend of strategic thinking, operational discipline, and cross-functional influence.
A Typical Day:
Procedures & Standards
- Architect and maintain a suite of global payments procedures and standards, ensuring operational clarity, regional relevance, and a consistent focus on delivering a high-quality experience for guests and hosts.
- Oversee governance processes for how payments procedures and standards are created, reviewed, implemented, and executed globally and adapted locally to meet market needs.
- Define the end-to-end framework for payments procedures and standards, including templates, repositories, ownership models, and escalation paths, with emphasis on usability and simplicity.
- Lead the global standardization of procedures while enabling regional adaptation to reflect local market, regulatory, and customer requirements.
- Drive sign-off and ownership for all core procedures & standards, ensuring they are anchored in both operational efficiency and service quality.
- Establish a structured review cadence to keep procedures current with evolving business models, regulations, and customer expectations.
- Partner with respective subject-matter experts to document and formalize processes and standards across payments distinct sub-specialties, including but not limited to payments products, Compliance-e.g. AML/KYC, Risk-e.g. fraud, underwriting, Regulated Entity requirements, and Money Movement,.
Change Management
- Proactively identify gaps where payment procedures or standards are absent, outdated, or lack clear ownership—prioritizing areas with the greatest impact on guest and host experiences.
- Champion the definition and end-to-end adoption of new procedures, ensuring alignment across global and regional teams while keeping customer needs at the center.
- Lead change management efforts to drive awareness, training, and integration of updated procedures into daily operations, ensuring front-line teams are equipped to deliver high-quality customer outcomes.
- Serve as a bridge between procedures & standard definition and real-world execution, ensuring that owners are accountable and procedures remain actionable, and improvements translate into better reliability and service for customers.
GTM Readiness
- In partnership with the platform product and PMO team, define and implement a go-to-market readiness operation