Principal Strategic Finance & Analytics – Experiences Guest Service jobs at Airbnb

The Difference You Will Make:

• You are passionate about identifying and solving complex problems and customer pain points within the AirCover domain using data and analytical techniques, adding a new perspective to existing solutions and driving data-informed business decisions.
• You are highly proficient in building and analyzing analytical frameworks, models, and experimentation methods to establish and communicate causal relationships.
• You are a storyteller who uses complex data and insights to frame narratives to help leaders make data-informed decisions.
• You are able to identify and guide opportunities to create impact for key projects at the eTeam direct level by influencing strategy and roadmap.

A Typical Day:

• Work closely with Product and Operations leads to design, execute and evaluate launches using techniques such as A/B tests and causal inference. Provide guidance for cross-functional teams on learnings from launches and how to improve the product and experience for our customers.
• Empower Operations and Product partners to answer data questions quickly by providing data tools, data literacy, and guidance on how to use data and data products in their work.
• Build metrics, dashboards, and data sets that drive AirCover OKRs and uncover insights to improve the user experience.
• Collaborate closely with cross functional teams such as product, operations and engineering to build metric and logging specifications that can be used to develop metrics and dashboards for our partners.
• Work closely with operations and product teams to prioritize and deliver ad-hoc data requests to drive business value.
• Work with leadership to create and deliver strategic analytics roadmap.
• Communicate regular updates to senior leadership and stakeholders.
• Utilize and build AI tools that can be leveraged by yourself and stakeholders to accelerate time to insights.

Your Expertise:

• 5+ years in industry experience and a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
• Experience supporting Operation teams and/or have worked closely in that space.
• Expert skills in SQL and expert in at least one programming language for data analysis (Python or R).
• Experience with non-experimental causal inference methods, experimentation, and machine learning techniques, ideally in a multi-sided platform setting.
• Working knowledge of schema design and high-dimensional data modeling; experience with ETL best practices.
• Ability to work under conditions of ambiguity in a fast-growth, sometimes uncertain and complex environment - comfortable acting with minimal planning, direction, and supervision. You can identify issues both within and outside of your immediate scope, and propose solutions.
• Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement. Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences.
• Ability to drive data strategies that can be leveraged to increase data literacy and insights for your stakeholders.
• Knowledge and experience in insurance industry – a plus
• Knowledge and experience in customer experience measurement – a plus

Offices: United States

The Community You Will Join:

• We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager, Regional Operations, T3. The ideal candidate is a specialist in the delivery of trauma informed care, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in U.S..

The Difference You Will Make:

• The Manager, Regional Operations, T3 supports one or more internal CS services. The Manager, Regional Operations, T3 is an operational leadership role that requires substantial experience in the delivery of trauma informed customer service and team management. Manager, Regional Operations, T3s oversee teams of approximately 10-12 Sr, Safety Support Ambassadors. ROMs should have the ability to guide and uplevel their team members in trauma informed care, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
  • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling.
  • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
• Drive performance at the team manager, regional, and service level
  • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
  • Manage regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
  • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
  • Share input and recommendations about service target setting.
  • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
• Build and nurture an engaged and diverse team
  • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Support strategic initiatives within Delivery and your service as needed
  • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
  • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
  • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your Expertise:

• 8+ years of progressive experience in a trauma informed customer service organization or an operations role, with 5 years in a role directly managing staff & the employee lifecycle.
• Demonstrable experience in driving improved performance of teams as a manager
• Deep expertise in the management of highly sensitive and complex crisis case situations
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
• Ability to work weekend days, holidays, and on-call required
• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Background in the delivery of trauma informed care with a specialization in trauma and crisis management
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: United States

The Community You Will Join:

The Marketing Lead, Experiences & Services works with cross functional teams to deliver strategic go to market plans that yield best in class marketing and communications results. Utilizing a natural talent for narrative building you’ll stitch together a plan by obsessing the consumer and the product.

The Difference You Will Make:

A builder of ideas, teams, goals and momentum you’ll shape the future with a strong belief in the power of design and creativity. Building strategy, briefs and communications for our biggest moments. The ideal candidate believes that brand and product are synonyms and have extensive experience working with brand strategy, product, design, creative and engineering.

A Typical Day:

• Develop integrated marketing plans, partnering with the business, product marketing, brand marketing, performance marketing, host community and comms teams to introduce new products to our audiences. Operate as a cross-functional leader and individual contributor.
• Develop creative briefs across a range of marketing needs including product naming, launch assets, landing pages, social content and more.
• Partner with creative leadership to drive development of our communications, including but not limited to: visual identity, naming, event marketing, social assets, landing pages, emails, in-product marketing, press assets and more.
• Lead the definition of the end-to-end consumer journey, partnering with other marketers, product and design.
• Lead highly visible workstreams and develop executive-level presentations on a regular basis. Must be proficient in Keynote and Figma.
• Monitor and optimize marketing performance based on key metrics and leading performance indicators

• 10+ years of relevant work experience at a start-up, agency or client-side marketing, with preference in the consumer tech space of travel, design, or lifestyle.
• Approaches developing presentations and briefs as a craft through concise and compelling written and verbal communication, a keen visual sense and attention to detail.
• Strong understanding of and experience working closely with product, creative, design, and performance marketing functions.
• Comfort leading and 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.
• A passion for data, analytics, campaign performance and a desire to improve campaign output using metrics
• Embraces working within tight deadlines, adjusting to changes in priorities, and driving alignment across multiple stakeholders and cross-functional partners.

Offices: United States

Our work includes but not limited to

• Collaborative foundation - establishing a comprehensive access control foundation for multiple users to manage their assets eg: listings, experiences etc. The foundation supports multiple collaborative products and provides easy ways for consistent access control. The example is access control data models, UX customization library etc.
• Co-Hosting tools - building host-facing tools for multiple users to collaborate for daily operations. The tools are used widely by hosts. The examples are adding/managing Co-Host flows, authorization, payouts, group messaging etc.
• Hosting service tools - building a marketplace for people finding and connecting with experienced hosts. The examples are marketplace matching, ranking, and experienced host profile etc.

The Community You Will Join:

• We’re developing hosting tools to facilitate connections and hosting experiences on Airbnb. Our team specializes in hosting services eg: co-hosting, focusing on cooperative hosting approaches. We provide host-facing tools to help multiple people collaborate with each other in the whole hosting journey. The tool suite includes access control, messaging, payout for host-facing products. The team collaborates with PM, design, content, legal partners and closely works with engineering teams worldwide. You will play a pivotal role in enhancing our foundations and enriching the host-facing collaborative tools.

The Difference You Will Make:

• We are looking for senior backend engineers who are passionate about making a difference through their work. You will work in a global collaboration environment and lead through influence and collaboration to transform concepts into reality. You will develop and evolve the notification system, optimize delivery timing and channel, prototype and adopt advanced notification technologies.

A Typical Day:

• Collaborate with other engineers and cross-functional partners across the organization to understand, prioritize and scope projects.
• Discuss and align technical specifications and implementation details with other engineers, including cross-team engineers.
• Write clean, testable and maintainable code to implement the features.
• Participate in on-call rotation to continue to meet our critical SLAs.
• Mentor and provide technical guidance to junior engineers, fostering a culture of knowledge sharing and continuous learning.

Your Expertise:

• • 6+ years of experience in a hands-on software engineering role.
  • Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience.
  • Proficiency in one or more JVM based languages (Java, Kotlin, Scala, etc.) are preferred
  • Demonstrated expertise in backend systems within large-scale service-oriented architectures.
  • Ability to drive alignment, manage projects and effectively collaborate with stakeholders.
  • Capable of making data driven decisions and articulating tradeoffs in any technical decisions.

Offices: United States

The Difference You Will Make:

You’ll serve as a critical finance and strategy leader, bringing hands-on analytical expertise to shape and optimize Brand Marketing investments. Success means delivering actionable insights, rigorous financial analyses, and measurable improvements in KPI attainment, campaign ROI, and budget efficiency. By driving cross-functional alignment and championing operational excellence, you’ll empower Airbnb to make data-driven, strategic marketing decisions that fuel business growth.

A Typical Day:

• Lead budget forecasting and tracking, partnering with Financial Operations to ensure accurate monthly projections and media spend allocations.
• Develop and monitor KPI frameworks for marketing channels, setting and reviewing targets, OKRs, and efficiency metrics.
• Conduct deep analytical dives into business trends and campaign performance, independently extracting, visualizing, and presenting data.
• Collaborate with Brand Marketing, Product Marketing, Hosting, and Data Science teams to design, execute, and evaluate marketing strategies.
• Support weekly and quarterly reporting requirements for Marketing and Hosting organizations, preparing executive-ready presentations.
• Facilitate complex, large-scale processes across global teams and agency partners, proactively driving strategic connections and alignment.
• Lead ROI analyses for brand campaigns — integrating quantitative and qualitative impacts, and championing holistic campaign reviews

Your Expertise:

• 8+ years of progressive experience in finance, analytics, business operations, FP&A, strategy consulting, or related fields.
• Demonstrated mastery of financial modeling and quantitative/qualitative analysis, especially in the context of brand marketing (TV, Social, Online Video, Podcast, Radio, OTT).
• Proven track record in budget planning, forecasting, and media buying operations or similar domain.
• Exceptional communication skills, with experience crafting executive-level presentations and reports from complex data sets.
• Strong cross-functional influence and stakeholder management — adept at structuring and leading global, multi-team processes.
• Comfortable working in ambiguous, high-growth environments; proactive and self-starting with a bias for action.
• Preferred: Experience collaborating with international partners, agency teams, and familiarity with media buying operations.

Offices: United States

A Typical Day:

• Work with large and complex data sets to solve a wide array of challenging problems using different analytical and statistical approaches.
• Apply technical expertise with quantitative analysis, experimentation, data mining, forecasting and the presentation of data to identify trends and patterns that can inform decision-making.
• Collaborate closely with Product, Engineering, Finance, Operations, Data Science, Product Insights Analysts, Data and Analytical Engineering, Capacity Planning and other cross-functional teams to provide actionable insights.
• Develop and implement advanced forecasting models to not only predict key performance metrics but also understand the metric’s actual performance.
• Design, execute, and analyze experiments to measure feature impact and guide product iterations. Leverage causal methods when traditional randomized trials aren’t available.
• Design and build metrics / dimensions to monitor product and business performance.
• Build sophisticated reporting and analytical tools that empower stakeholders to make data-driven decisions.
• Present findings and recommendations to stakeholders, including senior leadership, in a clear and concise manner.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.

Your Expertise:

• 10+ years of industry experience with a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
• Deep technical expertise in data and statistical analysis, experimentation, causal inference, forecasting methods, and familiarity with LLMs.
• Proficiency in programming languages such as Python or R for data analysis and modeling.
• Experience working with large datasets and SQL for data extraction and manipulation.
• Self-starter, thrives in ambiguity, and has an investigator mindset of wanting to get to the bottom of problems.
• Strong problem-solving and critical thinking abilities, with a keen attention to detail.
• Excellent communication and presentation skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions.
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments.
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred.

Offices: United States

A Typical Day:

• Develop and provide advisory services on data governance policies and procedures to ensure data integrity, compliance with regulations, and best practices in data management.
• Oversee and enhance tools for audit and advisory work related to data governance, driving the dynamic audit identification process, and creating audit plans focused on data governance.
• Partner with key stakeholders, including business and technology partners, to evaluate data needs, support robust data architecture, and align with strategic initiatives.
• Develop and deliver enterprise-wide training on data governance, collaborating with other disciplines such as Enterprise Risk, Global Compliance Services, and Data & Analytics to maintain departmental alignment.
• Stay current with industry trends and technologies to improve data solutions and practices, while working on ad hoc projects as required.
• Ensure cohesive execution of projects by collaborating with third-party resources and subject matter experts.

Your Expertise:

• 15+ years of data governance, consulting, or relevant fields, with 5+ years in managerial or project management roles.
• Proven experience as a Data Solutions Architect, Data Governance, or leading consulting or internal audit engagements focused on data governance.
• Strong understanding of AWS S3 and cloud computing technologies, along with experience in data modeling and data warehousing.
• Experience in auditing or advising on developing and enhancing data governance tools and frameworks, with knowledge of data privacy regulations (e.g., GDPR, CCPA).
• Exceptional written and verbal communication skills, with the ability to influence key stakeholders globally and cross-functionally, and communicate complex data concepts to non-technical audiences, including executive levels.
• Ability to manage multiple projects simultaneously with strong time management and prioritization skills. Proactive, creative problem solver with strong organizational skills.
• Strong interpersonal skills and ability to work collaboratively in a team environment.

Offices: United States