Operations Lead, Engagement

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Community You Will Join: </strong></span></p> <p>The Enterprise Operations organization at Airbnb is instrumental in powering the company's growth and expansion on a global scale. Through AI and people-powered operations, this team maximizes the effectiveness, utilization, and impact of our supply, ensuring hosts and guests can seamlessly connect.</p> <p>The Supply Management team, within the Enterprise Operations organization, has a mission to ensure high quality supply at scale globally across homes, experiences, services, and hotels. The Engagement team, part of Supply Management, works closely with internal and cross-functional partners to onboard and support high-quality supply. We interact with our Host community through written and voice-activated channels, ensuring strong engagement and continuous improvement.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Difference You Will Make:</strong></span></p> <p>As an Operations Lead, Engagement, you will lead strategic and day-to-day operations that drive efficiency, scalability, and growth across key business functions. You will oversee complex projects, and ensure operational excellence in a fast-paced, dynamic environment. </p> <p>You will play a pivotal role in designing, executing, and optimizing host outreach initiatives aimed at delivering against business priorities while engaging and supporting our host community. Partnering closely with cross-functional teams including Community, Product and Data Analytics, you’ll ensure campaigns drive measurable business outcomes.</p> <p>This high-impact role is designed for a seasoned leader who thrives on problem-solving, cross-functional collaboration, and delivering results.</p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Day: </strong></span></p> <ul> <li>Develop and implement operational strategies that support broader company objectives and team goals.</li> <li>Lead high-priority projects from conception to execution, ensuring alignment with business priorities.</li> <li>Design and manage end-to-end host outreach campaigns to support business priorities (e.g., new product launches, policy updates, education). Coordinate campaign calendars, ensuring effective sequencing and minimal overlap.</li> <li>Work cross-functionally to align on campaign objectives and deliverables. Coordinate with cross-functional teams to ensure all resources and campaign assets are available, functioning, and aligned with campaign timelines.</li> <li>Maintain a deep understanding of host needs, pain points, and motivations. Ensure campaigns are empathetic, actionable, and build host trust.</li> <li>Develop and document scalable campaign management processes, templates, and playbooks.</li> <li>Identify and implement opportunities for automation and efficiency.</li> <li>Set up and maintain robust tracking mechanisms to monitor campaign performance, including data collection, analytics, and reporting tools. Regularly review performance metrics, identify trends, and provide actionable insights to stakeholders.</li> <li>Use data and feedback to measure campaign effectiveness; identify areas for improvement and implement optimizations. Share insights and results with leadership and advise on best practices for future outreach.</li> <li>Oversee the selection, implementation, and ongoing maintenance of th ... (truncated, view full listing at source)