Operations Lead, Engagement

About the position 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. The Community You Will Join: 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. 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. The Difference You Will Make: 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. 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. This high-impact role is designed for a seasoned leader who thrives on problem-solving, cross-functional collaboration, and delivering results.

Responsibilities

• Develop and implement operational strategies that support broader company objectives and team goals.
• Lead high-priority projects from conception to execution, ensuring alignment with business priorities.
• 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.
• 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.
• Maintain a deep understanding of host needs, pain points, and motivations. Ensure campaigns are empathetic, actionable, and build host trust.
• Develop and document scalable campaign management processes, templates, and playbooks.
• Identify and implement opportunities for automation and efficiency.
• 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.
• 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.
• Oversee the selection, implementation, and ongoing maintenance of the systems, platforms, and tools required to execute outreach campaigns. Ensure these tools are properly integrated and optimized for efficiency and continuously assess them, recommending upgrades or changes to improve reliability, scalability, and effectiveness.

Requirements

• 10+ years’ experience in operations, program management, or campaign management, preferably in a tech or marketplace environment.
• Excellent project management and organizational abilities.
• Effective communicator with experience influencing cross-functional teams.
• A passion for community building and user engagement.
• Ability to lead and drive initiatives across a matrixed organization, solve problems, and influence cross-functional teams.
• Detail-oriented and strong multi-tasker with ability to manage multiple projects and initiatives simultaneously.
• Demonstrated experience in customer success including proactive voice outreach initiatives to engage, support, and retain clients.
• Demonstrated success managing multi-channel campaigns from concept through execution and analysis.
• Strong analytical skills; comfort with campaign dashboards and metrics.
• Strong communication and interpersonal skills.
• Comfort with ambiguity and rapid change.

Nice-to-haves

• Experience in the tech or marketplace industry is preferred.
• Airtable proficiency and Salesforce expertise is preferred.

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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