Business Operations Lead

The Community You Will Join

The Customer Journeys & Loyalty Team plays a pivotal role in driving the company’s growth and expansion worldwide. Our team defines and manages programs to foster long-term customer engagement, creating campaigns and end-to-end journeys that drive conversion, frequency and loyalty.  We partner with global leadership, product marketing, advanced analytics and other teams to optimize discovery of our expanding portfolio of stays, experiences and services with the goal of increasing guest satisfaction and customer lifetime value (CLV).

The Difference You Will Make

As Business Operations Lead for Merchandising, you’ll function as the heartbeat of the team, managing the seamless execution of our most critical initiatives. You will work cross-functionally to turn strategies into real-world operating models, and ensure that the team has the systems, visibility and rigor to deliver against ambitious goals. You will need to shift between global and local scale while partnering closely with Product, Marketing, Finance, Analytics, and senior leadership to bring know-how, structure, and accountability to the team’s business performance.

A typical day

• Manage workflows necessary to support business outcomes, including merchandising campaign operations, test/experimentation development, customer segmentation, taxonomy audits and other XFN efforts.
• Identify and address gaps or inefficiencies in operational plans and implement solutions that improve scalability.
• Partner with team leadership on strategic prioritization, ensuring tradeoffs are data-driven.
• Support and inform business analysis of ongoing and prospective merchandising activations, including customer cohort and market sizing, campaign performance benchmarking and tracking and identification of XFN needs. 
• Partner with Finance to monitor and manage spend; build business cases for new initiatives.
• Lead development of operational dashboards and KPIs to track team performance and impact.
• Manage recurring business reviews (WBR, QBR) and create frameworks to assess operational efficiency.

Your expertise

• 10+ years experience in business operations, strategy, or management consulting, ideally in digital marketplace or e-commerce businesses.
• Proven track record managing B2C products or services, operational reviews, performance frameworks and budgets.
• Advanced analytical skills; comfort with SQL/Excel/Tableau or similar tools.
• Strong stakeholder management and influencing skills.
• Exceptional written/verbal communication, with ability to distill complex data into clear recommendations.

Your Location:

We are open to candidates in multiple locations, but we ask that you are able to work Pacific Time Zone work hours as needed.

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.