Airbnb Program Operations Lead Luxe Guest Services 

United States 

733725279

A Typical Day:

• Operational Strategy and Execution
• Design and implement end-to-end program workflows to meet the dynamics of a growing Luxe business and high guest expectations
• Responsible for service workforce design and change management, with a focus on capacity planning to maintain 24/7 global coverage for guest servicing
• Manage and improve the Guest Services "operating system," including tools, training, contracts, workflow documentation, and processes that drive daily operations to ensure quality and efficiency
• Act as the key advocate for guests and the guest experience managers, driving initiatives that improve the overall experience for internal teams and external guests
• Tooling Management
• Identify, implement, and manage Salesforce and other tooling roadmaps with cross functional partners to improve efficiency and business impact for Guest Services
• Collaborate with business operations and tooling product teams to develop unique solutions for the first of its kind, guest management team at Airbnb
• Analytics and Innovation
• Leverage data analytics to identify trends, establish KPIs, and identify defects to improve service outcomes
• Own and drive Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), for the Guest Services function ensuring all key metrics and insights are presented with actionable recommendations
• Generate and present performance reports to leadership, providing strategic insights and operational updates
• Stay ahead of industry trends, introducing new technologies, including AI, to elevate operations
• Cross-Functional Collaboration
• You will partner with teams across the organization, including Revenue Operations, Sales Enablement, Strategic Finance, Customer Service, Business Operations, and Tooling teams
• Partner with Guest Service Team managers and Sales Operations to define individual service team OKRs and establish tracking and reward programs
• Act as a liaison between guest services and other business units to ensure alignment on goals and initiatives, with a focus on congruency between Luxe and Airbnb platform policies
• Manage overall program budget and tracking
• Assist in planning offsites and team training programs
• You may be required to manage external stakeholders and providers to facilitate service delivery

Your Expertise:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• 10+ years of experience in high-end hospitality or luxury guest services, with at least 5 years in an operational leadership role
• Proven expertise in designing and implementing workflows for complex service operations
• Experience leading and presenting MBRs/QBRs to senior leadership
• Demonstrated experience with AI tools and automation systems, including their implementation and management
• Strong analytical skills with the ability to interpret data and drive performance improvements
• Proven ability to take full ownership of guest satisfaction and deliver results
• Experience with scaling operations using advanced tools and technology
• Exceptional communication and leadership skills, with a focus on guest satisfaction and service excellence
• Comfort with ambiguity with a focus on solution building with data driven insights

Offices: United States