Program Operations Lead, Luxe Guest Services

The Community You Will Join: 

Airbnb Luxe is a premium tier of Airbnb, offering unique and high-end stays. The Guest Services team within Luxe curates and manages the end to end travel experience for high-spend guests. The team sources unique homes, designs bespoke services and experiences, and offers personalized assistance to deliver exceptional hospitality for exclusive guests.

The Difference You Will Make:

As an Operations Manager for Guest Services, you will play a pivotal role in designing, implementing, and optimizing workflows and tactics that elevate our service standards and drive guest loyalty. We’re seeking an innovative partner with specialized experience  in luxury hospitality and technology who thrives on collaboration and delivering excellence. A key focus of this role will be building dynamic and scalable systems that support the growth of our operations. We are looking for someone with strong analytical and systems design skills that has experience building guest account management programs and the supporting operations from the ground up.

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

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: reasonableaccommodations@airbnb.com. 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.