Strategic Escalation Operations Manager

The Community You Will Join: 

The Trust Defense organization protects, guides, and mobilizes the creation of trust in our community and on our platform. We hire quality talent who embody our company values and hold a steadfast commitment to creating a world where anyone in the Airbnb community can host, travel, and connect with peace of mind.

The Difference You Will Make:

In this role, you will lead and drive high-priority initiatives focused on delivering best-in-class customer experience across operations, product, and cross-functional teams. You will partner closely with a diverse group of stakeholders and technical teams to influence strategy, drive insights, deliver improvements, and scale upstream changes to improve our customer experience.

You will bring life to strategy by driving execution and nurturing relationships amongst a wide range of people and teams. Seeking to learn all you can about the functional, technical, and cultural operation of the Trust team, you’ll provide relevant insights and recommendations in order to produce high impact project outcomes.

The person will bring order, structure, and focused management attention to the customer's challenges and provide recommendations in order to gain complete customer satisfaction. You set the highest standards of quality for your work, and hold yourself and others accountable. You understand the importance of delivering excellent products and services to our community, and you're rigorous about examining and improving your own work to ensure it's always as good as it can be. Even when you're successful, you never stop looking for ways to improve. You pay close attention to details, no matter how small. 

• You bring life to strategy through hands-on execution and owning deliverable outcomes
• You enjoy translating complex ideas into structured, actionable plans to drive upstream change and innovation to improve the customer experience
• You can support senior leadership in preparing best-in-class executive presentations, including storyboarding, communicating priorities, gathering inputs, and storytelling
• You enjoy storytelling through the lens of customer insights, data, and leadership feedback
• You’re someone who naturally builds trust to help their stakeholders and business partners succeed
• You have fundamental, conceptional, and working knowledge of theories, practices and procedures within strategic operations
• You will inform the business on strategic performance metrics, identifying opportunities to improve the customer experience, and driving upstream changes with operations and product leaders 
• You are bias for action in identifying actionable plans from a problem and to deliver outcomes
• You work independently, with guidance in only the most complex situations.

A Typical Day: 

• Partner with organizational and cross-functional leaders to drive upstream changes to improve user experience 
• Organize and track initiatives, clarify project scopes, proactively manage risks, prioritize tasks, and problem-solve
• Manage multiple interdependent projects of moderate to high complexity and scope
• Use data and technical judgment to drive project delivery, challenge proposals, and get buy-in
• Transform customer pain points and initiatives into compelling storytelling to build awareness and consensus for organizational priorities
• Summarize findings, options, recommendations, and after action reports
• Provide process and subject matter advice to senior levels
• Lead execution against recommendations quickly and with accuracy for leadership strategic initiatives and special projects
• Drive focus and prioritize, proactively identifying future strategic issues while covering urgent needs in the current state
• Develop positive, trusting relationships through accountability, consistent, and timely deliverables

Your Expertise:

• Excellent execution skills in delivering outcomes while managing competing priorities and ambiguity
• Strong communication skills with experience articulating complex topics to a wide array of audiences
• An ability to collaborate effectively across disciplines, regions, seniority levels
• A level of creativity that inspires and influences others to think beyond what they believe is possible
• Expertise in thinking critically to solve problems and achieve innovative solutions
• Proven ability to work independently and tolerance for a high level of ambiguity
• Proven presentation skills regarding complex and sensitive customer issues and ability to query, analyze and draw reasonable conclusions from large data sets.
• Demonstrated verbal and written communication skills including ability to negotiate on recommendations with both internal and external stakeholders

Preferred experience

• 7-10 years of experience in (e.g., strategy or operations consulting, project management, technical project management)
• Proven experience in collaborating and partnering with technical stakeholders, e.g. engineering, product management, technical program management
• In-depth knowledge of developing executive presentations in Keynote and/or Google Slides
• Demonstrated ability to identify and resolve issues through effective problem solving skills
• Proven ability to negotiate skillfully in difficult situations with both internal and external groups
• Have worked among a global team with competing priorities
• Prior exposure to technical components of product design, functionality, and operation 

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.