Writing Operations Lead jobs at Airbnb

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

A Typical Day

• Establish and nurture strong, long-term relationships with hotel owners, management companies, and strategic hospitality partners which includes conducting market visits, business reviews, and optimization calls
• Partner closely with the Senior Account Executive to contribute LA market trends and demand data to identify supply gaps so the targeted acquisition strategy will yield new high quality hotels within your region.
• Achieve supply targets and key performance indicators (KPIs) such as adoptions and conversions on different supply levers.
• Build deep relationships with key hotel decision markets across chains, independents and a variety of key brands.
• Educate partners on product updates, gather insights, and communicate feedback to internal teams.
• Use data to identify growth opportunities, address operational challenges, and allocate resources effectively.
• Build scalable frameworks, reporting tools, and playbooks that improve availability, performance, and partner outcomes.
• Collaborate with SalesOps, RevOps, Enablement, and global peers to launch initiatives and deliver executive-ready reporting.
• Lead innovative, localized engagement efforts to strengthen market influence and competitiveness.
• Provide technical guidance on API connectivity to ensure seamless partner and guest experiences.
• Represent Airbnb in external meetings and at industry conferences to reinforce our presence and credibility.
• Serve as the voice of the Los Angeles hotel market internally, synthesizing local insights and communicating partner needs to cross-functional stakeholders (e.g., Product, Communications, Policy, Legal, Tax, and Customer Support) to ensure sustainable market growth.
• Contribute to the development of playbooks, best practices, and scalable processes for hotel supply management across North America and act as a player coach to junior team members.

Your Expertise

• 10+ years of experience in sales, account management, or team leadership, with a strong track record building and growing strategic hotel relationships.
• Background in hotels, travel, hospitality, or online marketplaces is required.
• Demonstrated success managing complex accounts and scaling growth across a portfolio.
• Strong quantitative abilities, with experience translating insights into actionable strategies.
• Proven ability to set strategic direction while executing tactically in fast-moving, ambiguous environments.
• Strong business intuition with the ability to anticipate market trends and surface insights internally.
• Experience influencing cross-functional teams and partnering with senior stakeholders across product, operations, and policy.
• Exceptional communication and executive presentation skills, with influence across multiple organizational levels.
• Entrepreneurial, resourceful, and highly organized with strong prioritization and time-management skills.
• Proficiency in CRM systems (e.g., Salesforce) to manage, monitor, and scale partner performance.
• Recognized as a thought leader within the hotel or hospitality space.
• Based in Los Angeles, with the ability to travel quarterly.
• Passion for Airbnb, travel, and the sharing economy; Airbnb Host experience is a plus.

Offices: Los Angeles, United States

The Difference You Will Make:

The Lead Actuary will play a critical part in shaping the financial strategy and risk framework for AirCover’s global insurance programs. You will work with our captive insurance company, our in-house insurance agencies, and outside partners including brokers & insurance companies on these programs. You will be responsible for actuarial modeling, pricing, reserving, and capital adequacy analyses that support both our self-insured exposures and risk-transfer mechanisms through our insurer partnerships. You will bring technical expertise and strategic insights to executive leadership, underwriters, our captive insurance company, and other key internal stakeholders.

A Typical Day:

• Partner with internal and external parties to develop, price, and underwrite innovative new insurance and protection products in support of our global guests and hosts
• Manage and support Airbnb's core actuarial processes for pricing, reserving, and overall performance evaluation in support of strategic decision making around risk financing and structure
• Develop insurance pricing to support insurance placement and renewals
• Work closely with cross functional internal stakeholders to build dashboards to evaluate current program performance and recommend areas for improvement
• Work closely with cross functional stakeholders to evaluate optimal product insurance structure and pricing
• Identify emerging risks and effectively measure impact to Airbnb
• Communicate and present findings to insurance management and other internal and external stakeholders

Your Expertise:

• 10+ years of experience as an actuary with demonstrable experience working with novel risk structures
• FCAS required
• BA/BS in Math, Statistics, Economics, Finance or similar field
• Strong command of actuarial tools, statistical methods, data visualization techniques, and financial modeling (R, Python, SQL a plus).
• Comfort working within the non-traditional sharing economy insurance space
• Entrepreneurial self-starter with excellent problem-solving capabilities, judgment, communication and interpersonal skills
• Ability to work cross-functionally and actively collaborate with leaders on product, finance, legal, and data science
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Enthusiasm about Airbnb and aligned with Airbnb's core values.

Offices: United States

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

A Typical Day:

• Drive business systems strategy for Hotels vertical, partnering with Product Marketing teams to define system requirements and 18+ month technical roadmaps
• Lead cross-functional delivery across Supply, Operations, Product Marketing, Engineering, and Analytics teams, coordinating complex initiatives.
• Influence technical architecture by partnering with Product Marketing and Engineering teams to pressure-test business requirements through prototyping and use case validation
• Translate business problems into technical solutions through detailed concept briefs and stakeholder alignment
• Enable successful system adoption

Your Expertise:

• Strategic thinking with ability to balance immediate needs and long-term scalability
• Exceptional communication - can articulate complex technical concepts to diverse audiences
• Comfortable with ambiguity and complex stakeholder management
• Understanding of change management for internal systems adoption
• 10+ years in tech management/ownership, business systems, or GTM operations leading multi-team initiatives
• Proven ability to independently identify strategic business problems and translate them into product roadmaps
• Strong technical aptitude - can engage in architecture discussions and challenge engineering decisions
• Track record influencing and aligning stakeholders across complex organizations
• SQL proficiency for analysis and requirements definition
• Experience with business systems ecosystems (CRM, sales tools, operational platforms)
• Platform-agnostic thinking - focus on capabilities over specific tools
• Salesforce experience preferred but not required

Offices: United States

A Typical Day:

Operational Enablement & Execution

• Partner cross-functionally to operationalize core workflows for Airbnb’s payments platform—including third-party payments, unpaid payouts, blocked third-party payments, dormant accounts, liens, garnishments, and escheatment—ensuring each has clear ownership, documented processes, appropriate tooling, and reliable execution with defined performance metrics and SLAs.
• Collaborate cross-functionally with Product, Risk, Compliance, Partnerships, Treasury, Customer Support, FP&A, and regional teams to align on workflow design, tooling needs, volume projections, resource planning, and budgeting.
• Balance control and experience, ensuring operational processes meet policy, risk, and compliance requirements while minimizing friction for guests and hosts.
• Identify and implement optimization opportunities across money-movement operations, leveraging automation, AI, and data insights to improve accuracy, speed, and scalability.
• Close ownership gaps by establishing clear accountability, measurable SLAs, and consistent global execution standards.
• Develop playbooks, procedures, and escalation paths that define how payments operations are executed and governed across markets and teams.
• May eventually lead directly or indirectly a team of people to enable and execute operations.

Policies, Procedures & Standards

• Define and maintain clear policies and procedures that guide payment operations, ensuring ownership, consistency, and compliance globally.
• Embed controls into everyday work so processes meet legal and regulatory requirements without adding unnecessary friction.
• Keep policies and procedures current and simple, updating them as products, markets, or regulations evolve, and ensuring teams know how to apply them in daily operations.
• In partnership with the platform product team, define and implement operational policies, controls, and SOPs ahead of product launches to ensure readiness.

Cross-Functional Collaboration

• Act as the link between Product, Treasury, Compliance, Risk, Finance, Partnerships, and regional teams, turning product and policy intent into practical operations.
• Engage early in new launches and programs to ensure readiness, clear ownership, and smooth execution.
• Work with regional teams to adapt global processes to local needs while maintaining consistency and compliance.
• Align priorities across teams to remove blockers, reduce duplication, and deliver payments initiatives efficiently..

Continuous Improvement

• Monitor performance data and incidents to identify trends, friction points, and improvement opportunities across pay-in and payout operations.
• Simplify and standardize workflows to enhance efficiency, reduce manual effort, and improve accuracy and speed.
• Use automation, AI, and insights to proactively improve scalability and reliability.
• Create feedback loops that capture lessons learned from incidents and launches, feeding them into process and platform design.
• Foster a culture of operational excellence, where teams continuously refine how payments operations are delivered and measured for reliability, control, and customer impact.

Your Expertise:

• 12+ years of experience in payments, fintech, or financial services, with a focus on operations, enablement, or process management.
• Proven success in building and scaling operational payment processes across complex, cross-functional organizations.
• Deep understanding of pay-ins, payouts, operational workflows, forecasting, and exception management, including regulatory, compliance, and policy requirements.
• Demonstrated ability to translate strategy and policy into actionable, scalable operations.
• Strong collaboration and stakeholder management skills across Product, Risk, Compliance, Finance, and Operations teams.
• Analytical and structured thinker with a bias for execution and continuous improvement.
• Excellent communicator, able to simplify complex concepts and influence effectively across all levels of the organization.

Offices: United States

The difference you will make:

From concept to launch, our UX writers create industry-leading experiences for guests and hosts that meaningfully impact the success of the company. In this role you will contribute ideas that further the vision of the product, define a project’s content strategy, and drive consensus for the language we use throughout the guest experience.

A typical day:

• Touch base with your team to review project goals and timelines
• Write clear and concise copy across multiple product touchpoints
• Develop inspiring, strategic ideas based on product requirements, data, and/or research
• Consider what language and design patterns best serve the UX
• Join writing team crits to present work and help sharpen the work of your teammates
• Present copy and design work to Design Directors, executives, or other stakeholders on your projects
• Connect with our critical cross-functional partners—accessibility, anti-discrimination, legal, localization—to ensure we have the proper input on our work

Your expertise:

• 8+ years of experience in UX writing, content design, or content strategy
• Experience shepherding ideas from early stage concepts to launch
• Experience working with and presenting to executive teams
• Experience writing content principles, messaging frameworks, and style guides
• Comfort working alongside other design disciplines in Figma, our primary collaboration tool
• Solid understanding of user experience design principles and interaction patterns
• Proven ability to collaborate with cross-functional teams in all stages design & build
• Comfortable in an ambiguous work environment
• Passion for Airbnb’s mission, commitment to diversity, and global mindset

Offices: United States