Senior Manager, Scaled Operations - Luxe Business

The Community You Will Join

The Scaled Operations team at Airbnb helps increase supply effectiveness, utilization, and impact using people-powered operations. The Vetting team is responsible for validating, creating, and curating structured data to be leveraged at scale across various products and programs throughout Airbnb. We are an experienced group of creative and goal-driven individuals who are constantly looking for ways to improve, even in challenging situations such as tight deadlines, rapidly changing demands, and ambitious targets.

The Difference You Will Make

This role requires managing two distinct workstreams: 

• Luxe - The Luxe business is a category of 4,000+ vetted, high-end homes with exceptional quality and premium service. The Luxe Host Ops team provides direct support to new and existing Luxe Hosts by conducting in-person walkthroughs, uplevelling merchandising and providing ongoing day-to-day support. 

• White Glove & Specialty - This Ops team provides coverage 7 days a week for two key programs: 

  • White Glove Guest: For high-spend guests booking on Airbnb, the Specialty Host Ops team coordinates at least 1 pre-arrival walkthrough to ensure the listing meets quality standards. 

  • Iconic Experiences: once-in-a-lifetime experiences hosted by the world’s most interesting people. The Ops team creates and manages accounts on behalf of Hosts, oversees the contest judging process and handles inbound guest messages. 

A Typical Day

• Luxe 

  • Represent Ops in the Luxe Leadership group 

  • Lead a team of Operations Managers to grow top-quality Luxe supply, conduct in-person walkthroughs and improve merchandising quality 

  • Lead a team of ~15 team members at the Airbnb Capability Center, delivering high quality day-to-day support to Luxe Hosts 

  • Work with Supply, Product Marketing, Business, and Operations teams to redefine luxury and set the bar for quality

  • Monitor weekly metrics reporting, prioritize across programs and deliver individual feedback 

  • Drive strategic improvements and efficiencies to Luxe’s white glove onboarding process 

  • Define locally-relevant criteria based on guest personas, geos and upcoming events 

  • Manage $500k+ annual budget for global walkthrough program 

  • Partner with multiple vendors for tooling and freelancer management

• White Glove & Specialty 

  • Represent Ops in the Iconic Experiences leadership group and cross-functional groups 

  • Lead a team of 4 contingent workers - Coordinate monthly scheduling and monitor expenses 

  • Set up and manage around the clock coverage for global operations

  • Define resourcing needs, create operating system, and lead internal hiring for large events with a high volume of VIP stays 

  • Provide support and training to new team members

  • For both programs, handle escalations for last minute walkthroughs or onsite escalations 

  • Partner with multiple vendors for contest judging and on-site guest experience 

  • Improve workflows and communication templates to optimize for no missed walkthroughs, listing accuracy for Iconic Experiences, and quick response times to booked Experiences guests 

Your Expertise

• Demonstrated track record as a people leader for full-time employees, contractors and vendors 

• Strong strategic planning and problem-solving skills 

• Excellent verbal and written communication (Slack, email) to leadership and cross-functional teams 

• Outstanding cross-functional collaboration with technical and non-technical teams 

• Proper judgement and prioritization in high-pressure, urgent situations 

• Experience with data analysis and vendor management 

• Proficiency in relevant software and tools, including Salesforce and Airtable

• Background in curation and vetting operations 

• Preferred: Experience in luxury hospitality

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.