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:
The Community Support org handles tens of millions of interactions yearly, engaging with one in five Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions.
The Difference You Will Make:
We are looking for a Sr. BizOps Lead to be part of our global CS Business Operations team. This role will be critical for overseeing the operational efficiency and effectiveness of the contact center operations contributing to the success of the organization’s operations as a whole. This lead will be responsible for strategic operations oversight of day-to-day operations, operational process improvement initiatives, operational budget management, and the implementation of best practices to drive operational excellence, improve operational efficiency, scalability and customer experience.
A Typical Day:
Operational Performance Management:
- Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets (i.e. service levels, efficiency, customer satisfaction, cost etc.)
- Develop and drive the business performance management system across the CS organization. Own the recurring business review framework and operational management system on a recurring basis - WBR, QBR, etc. with the intent to drive standardization and operational excellence across the organization
- Build and foster a robust, transparent and cooperative synergy across departments by aligning contact center goals and initiatives with broader organizational objectives.
- Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans based on data-driven analysis to optimize business performance. Be the business thought leader on how to measure the business in new ways in partnership with analytics.
- Partner with CS analytics to design the right operational dashboards to monitor the various planning and operations teams. Use data backed insights and recommendations to improve the quality of the operations at the same time as achieving the cost targets.
Operational Business Planning:
- Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget. Be able to make tradeoffs and understand the drivers of CS economics across both Airbnb and the partner models.
- Drive the annual business planning process and work with finance to build the operating budget.
- Build the process for driving the overall Operational Efficiencies targets and work with the cross-functional CS and finance teams to properly track the adherence to the efficiencies budget.
- Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization and serve as a strategic thought leader for all business cases ROI needs related to the annual planning process.
Business Expense Management