Payment Operations Manager jobs at Airbnb in United Kingdom, London

The Community You Will Join:

As the Senior Sales Operations Manager you will partner closely with Senior Sales Operations Leads and other leaders from our Field teams and Revenue Operations teams to support strategic programs that define strategies accelerating Airbnb’s supply market growth.

Your analysis and insights will help inform our supply strategy, sales methodologies, goaling and incentives.

The Difference You will Make:

You will help the Sales Operations team improve the performance of the sales teams through sales reporting, data modeling and insights, run the business execution and business intelligence tactics.

This role can be based in the UK or Ireland.

Sales Operations

• Drive territory planning, segmentation, capacity modeling, and quota setting
• Partner with Sales Leadership and Sales Operations teams on forecasting, pipeline analysis, and process improvements
• Develop and refine forecasting methodologies and ensure alignment with other key stakeholders (ie Sales, Finance)
• Lead local programs and strategies to continuously drive our company objectives
• Work cross-functionally to design and implement new processes related to account segmentation, data management, productivity enhancements, etc.
• Define global go-to-market strategy and operating plan inclusive of segmentation, coverage, routes to market, roles, incentives, enablement growth drivers, and strategic initiatives.
• Lead operating rhythm including annual planning execution, forecasting, pipeline reviews and business reviews in partnership with Supply leadership, Finance, and Global Revenue Operations teams

Reporting & Analytics

• Design new KPIs and leverage existing reporting and analytics on key metrics such as pipeline, sales productivity, sales velocity, etc. to identify insights, implications, and actions to optimize performance.
• Generate weekly regional data insights and reports to identify process gaps and drive resolutions (i.e. WBR, MBRs)
• Conduct ad-hoc analyses to support business initiatives and leadership inquiries
• Support sales managers and leaders by delivering analytical insights and recommending operational improvements
• Ensure data accuracy and integrity in Salesforce and other sales tools

Cross-Functional Collaboration

• Work with Sales, Marketing, Finance, and other teams to improve sales efficiency and support strategic initiatives
• Ensure effective delivery of Supply plan org objectives through x-functional partnership, oversight and support to course correct where required to land performance
• Participate in or help drive cross-functional projects with strong accountability and attention to detail

Incentives & Compensation

• Collaborate with Sales Operations leads to design and execute end to end sales compensation and incentive strategies

Your Expertise:

• Degree in Applied Mathematics, Marketing, Finance, Statistics, Computational Sciences or similar field
• Minimum 10+ years working experience in similar role in a fast moving business environment, preferred tech, consulting, or banking
• Strong proficiency with data modeling, extraction and business intelligence tools (e.g., Looker, Tableau, Excel, SQL)
• Excellent analytical skills, with the ability to translate data into actionable insights
• Strong communication and collaboration skills, with experience working cross-functionally
• Highly organized with a strong attention to detail and ability to manage multiple priorities

Offices: Dublin, Ireland, London, United Kingdom

A Typical Day:

• Work closely with the UK&I team to develop robust and effective corporate and policy communications story ideas, campaigns and narratives that create positive awareness and impact with Airbnb stakeholders; our community, policy makers and the press.
• Manage the UK, Ireland & Nordics press office, handling all reactive Corporate, Trust & Policy media enquiries
• Understand the media market and develop and maintain strong relationships with key reporters
• Development of monthly coverage reports, evaluating and measuring coverage impact, weekly reporting on key news stories
• Management of Northern Europe corporate agencies
• Draft and review written materials - story pitches, press releases, messaging, Q&As, briefs, presentations, speeches etc
• Support with briefing execs and colleagues for media interviews and public speaking engagements
• Work closely and seamlessly with the UK&I policy teams, consumer comms team and the European and global corporate, policy and trust communications teams

Your Expertise:

• 6-8 years experience working in corporate and policy communications in an agency, inhouse or in high level public administrations
• Some experience with working on communications initiatives involving trust, crisis, policy, regulatory, corporate, and financial matters and working cross functionally
• Have an expert knowledge of the challenging and compelling UK media landscape, adept at working with reporters and editors on reactive and proactive stories, ensuring accurate reporting of Airbnb in national and regional media.
• Confident in advising internal teams on the media landscape, storytelling, how to maximise coverage opportunities and minimising negative media cycles
• Fluent English, spoken and written with excellent writing and strong verbal communications and interpersonal skills
• Strong media relations with an established media network, desire to forge relationships
• Flair for storytelling with experience of creating press office stories and multi-channel campaigns that build reputation and trust
• Can-do, proactive attitude, solutions focused, taking initiative to deliver impact whilst showing an appreciation for the structures and processes of a global matrixed business
• Experience working on projects in a fast-paced environment, keeping on top of processes, revisions to documents, and a keen eye for detail and delivery
• Maintaining enthusiasm and a calm demeanor in stressful situations
• Awareness of geo-politics and understanding and ability to distill and articulate complex topics that are nuanced across geographies and audiences
• Passion for Airbnb and the mission of the company

Offices: London, United Kingdom

The Difference You will Make:

This role requires candidates to be based in London and is not eligible for relocation support.

A Typical Day:

• Develop and own the supply strategy for your assigned geographic markets
• Build deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Manage professional host account relationships within the UK to ultimately meet and exceed quarterly/annual sales goals. This includes holding optimization and business reviews with your clients as well as representing Airbnb in external meetings with Professional Hosts
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to drive increase in sales
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Respond to and deliver exceptional service to your professional hosts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance
• Work cross-functionally with public policy, legal, communication and customer support teams to ensure our long-term market success.
• Engage an entrepreneurial mindset to autonomously design, develop and execute bespoke engagement initiatives for the assigned territory.

Your Expertise:

• 6+ years of experience in account management, partner support, and/or sales, with 2+ years in the hospitality/travel industry preferred
• Fluency in English is required
• Willingness to travel regularly to your assigned market (1-2 times per quarter)
• Proven track record in managing a leads pipeline and/or book of business
• Proficiency in CRM software (Salesforce, Mixmax a plus) and managing core objects (leads, opportunities)
• Excellent communication and presentation skills, with the ability to engage clients via Zoom, Email, and In-person
• Strong quantitative skills, with the ability to interpret and apply data effectively
• Ability to work strategically and tactically, managing time, priorities, and deadlines in a dynamic, fast-paced environment

Offices: London, United Kingdom

The difference you will make:

As a Senior Market Manager, you will be focused on bringing differentiated service products to life through acquiring untapped, unique supply in the services market to provide positive experiences for Guests and Hosts in your assigned territory.

Focusing on these responsibilities, you will build Airbnb’s strong market presence in your assigned territory by collaborating with other teams as the local in-market expert. As someone who knows the Airbnb mission and values inside out, you will drive all phases of supply acquisition and market success, including acquisition strategy development, generating and converting supply leads, maintaining the experience quality, nurturing strategic relationships with hosts, as well as creating them from scratch. You will help develop and iterate scalable localized supply management strategies for both developed and highly competed market destinations and nascent and relatively untapped new markets ultimately ensuring our long-term market success.

A typical day:

• Build and manage partner relationships within assigned territory, with a strong emphasis on in-person relationships
• Proven ability to handle operational complexity and ability to maximize the impact of resources
• Directly manage top-tier accounts to meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to increase sales
• Prospect and onboard new, high-quality supply in your assigned geography
• Maintain a baseline understanding of the technical integration of various software partners to provide the appropriate support to your clients
• Develop deep knowledge of Services partners and become the go-to source for all information relating to relevant market trends and market dynamics
• Work across Airbnb internal teams, including country managers, regional teams, and business
• Engage with strategic B2B partners to build long-term relationships
• Anticipate barriers, market shifts and trends, and lead proactive solution development; apply critical thinking to recommend standards and operating strategies that mitigate risk and propel growth given resource requirements.
• Hold regular optimization calls and business reviews with your partners

Your expertise:

• 8+ years of relevant experience
• Exceptional ability to organize, lead and meticulously execute on large-scale projects with company-wide impact
• Operates with a growth mindset and has a very strong bias for action
• Interprets internal or external business issues and recommends best practices for the larger team and a strategic portfolio across distinct and varying market stages
• Ability to influence product, policy, and other cross functional stakeholders
• Navigates and overcomes organizational barriers by establishing trust, influencing decision-making, and bringing together diverse perspectives to drive alignment and progress
• Comfortable and skilled at regularly interfacing with senior management (Director, Regional Director)
• Utilizes knowledge of key business drivers and the factors to drive results
• Executes flawlessly and autonomously
• Proven ability to handle operational complexity and ability to maximize the impact of resources

Offices: London, United Kingdom

The Difference You will Make:

This role is responsible for ensuring the APUK entity fulfills all regulatory obligations and is delivering positive outcomes to its payments service users. Activities will include and not limited to a variety of areas of focus including the execution of Consumer Duty outcome monitoring, FOS reporting, assist in the management of APUK’s operational resilience framework, business continuity plan, board of director decks, MIC meetings, and assisting the team in the preparation of required regulatory reports/filing data and ongoing BAU support.

The candidate must have previous experience working at and is well-versed with the requirements of a regulated FCA financial payment entity within the UK. Additionally, they should demonstrate a problem-solving mindset complemented by strong analytical skills. Moreover, they should be adept at managing multiple strategic projects simultaneously while also overseeing the execution of daily regulated 'BAU' activities.

A Typical Day:

Operational Oversight

• Coordinate and manage the execution of APUK’s regulatory obligations, including Operational Resilience, Incident Management, and Consumer Duty
• Perform horizon scanning for forthcoming regulations, supervisory guidelines, or industry initiatives which impact APUK
• Analyze of company roadmap and identify items which merit additional attention/consideration
• Facilitate alignment across Airbnb group’s payment entities
• Assist MD and Senior Regulatory Operations Manager on day to day operations and reporting

Programme & Project Management

• Lead the execution of various projects, such as composing regulatory reports, refining or developing new data insights, or preparing and executing business continuity test scenarios
• Take ownership of APUK’s operational monitoring as it relates to risk, outsourcing, and regulatory compliance
• Prepare input & present at APUK governance and oversight forums (including Management Internal Controls and Board of Directors)

Communications

• Oversee the processing of incoming regulatory communications, support escalations & legal correspondences
• Manage communications with key stakeholder groups (internally & externally)
• Participate in internal/external forums which relate to APUK’s operations

Maintain Policies & Procedures

• Lead an annual review exercise to revise and update APUK’s operational policies
• Define, implement, and monitor the successful application of new operational procedures and protocols for APUK, as necessary
• Maintain oversight of the versioning and appropriate archiving of the internal documentation

Your Expertise:

• Bachelor Degree or similar with 10+ years of relevant work experience
• Must have a good understanding of the FCA regulatory framework and requirements for e-money institutions (such as UK Payment Services Regulations, Electronic Money Regulations, Consumer Duty)
• Experience working in a regulated financial services environment (UK/EU) a plus
• Experience with software product development processes and methodologies (Agile, Scrum) a plus

Technical Skills

• Sound knowledge of payment systems and technology as well as keeping up to date with relevant innovations in the field
• An analytical approach to measuring/optimizing performance and achievement of key objectives
• Ability to identify operational inefficiencies, develop solutions, and implement process improvements.
• Experience with Google G-Suite (documents, sheets, slides, shared drive)
• Familiarity with additional project management tools (Asana, Airtable, LucidChart) or other administrative tools (Docusign) a plus

Soft Skills

• Strong written and verbal communication skills, with the ability to convey information clearly and concisely
• Ability to own and execute projects independently, and to manage multiple competing priorities
• Comfortable to work across various profiles & stakeholder groups to achieve objectives
• Ability to work autonomously as an individual contributor as well as collaborate with teams
• Desire to learn and embrace a continuous improvement mentality

Offices: London, United Kingdom

A Typical Day:

• Develop and execute local Korea marketing plans for greatest business and brand impact, in accordance with consumer understanding, seasonality, maximized earned media, community engagement, and brand health metrics.
• Partner with global and regional marketing and creative teams to drive the development and transcreation of global brand campaigns.
• Collaborate across functions, markets and regions, to develop highly effective, creatively excellent integrated marketing campaigns, including but not limited to: advertising, social, digital and experiential conception, development and production, media strategy, execution, optimization, and program reporting, ensuring all marketing activities feel local and personal.
• Lead the management of local agency partners, fostering best-in-class and highly productive partnerships.
• Effectively manage multiple projects, and navigate ambiguity with ease.
• Enable and support localization, ensuring all marketing activities are both globally consistent and locally relevant.
• Manage analytics and reporting for brand health and marketing activities working closely with global and regional marketing, internal media teams, FP&A and marketing analytic teams.
• Organize and manage regular routines across disciplines. Ensure seamless flow of information between global, regional & local teams.
• Conduct and disseminate regular AARs (after action reviews) on projects including results, lessons learned and best practices to global, regional and local internal and external partners.
• Manage and track brand marketing budgets and ensure effective budget use, meeting or exceeding efficiency targets.
• Work with APAC & Global finance and operations on budget forecasting and actualizing; ensuring timely SOWs and contracts with partners at all times; provide regular activity updates and reconciliations.

Your Expertise:

• 12+ years of relevant work experience at a start-up or client-side marketing, with preference in the consumer internet space of travel, design, technology, or global lifestyle brands.
• An integrated marketing mindset, passion for creative excellence in storytelling through multiple media types, both visual and written, with solid experience in brand and creative strategy, off- and online media, including social, paid media, SEM, measurement & analytics, project and agency management.
• Strong understanding of and experience working closely with product and/or growth marketing.
• Demonstrates a proactive and resourceful approach by being hands-on in various tasks, effectively utilizing limited resources to achieve optimal results.
• Collaborative in approach, empathetic in nature, and steadfast in intention.
• Appetite for a fast-paced environment and desire to constantly reassess and optimize.
• Excellent written and oral communication in both Korean and English languages, with a keen visual sense and high attention to detail.
• Solid and proven capabilities in building networks and communicating across national boundaries are a must.
• Proactive desire to understand and take pride in how their work contributes to the bigger picture.
• Ability to work within tight deadlines, adjust quickly to changes in priorities, and balance short-term needs with long-term strategic initiatives. Ability to simplify is key!
• Proven track record of developing, executing and executing high impact, multi-channel marketing strategies and campaigns.
• Comfort collaborating with both creative and technical teams and has the ability to flex between analytical, technical and creative skill sets.
• Ability to discern what good creative, design, content and marketing looks like and articulate why.

Offices: South Korea