Airbnb

Operations Lead, Scaled Operations

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What Airbnb is looking for in applicants

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

The Scaled Operations team within Hosting supports the business across product surface areas to provide human powered results. In this highly cross-functional role as Operations Lead, Scaled Operations, you will be responsible for the Learning & Performance function within the Scaled Operations Business Operations team, shaping our strategy for documentation, training, performance, quality, and calibration, collaborating across workstreams to ensure a high quality output that exceeds expectations. While this is an individual contributor role with no direct reports, you will  oversee and provide direction and guidance to teams and individuals domestically and offshore. You’ll also be responsible for deliverables that go straight to our guest and host community, and that have executive level visibility.

Responsibilities:

  • Set the strategy for the Learning & Performance function across Scaled Operations.
  • Drive the execution and operationalization of central programs across all regions, globally.
  • Oversee, and calibrate on an ongoing basis, an offshore Quality Assurance team at the Airbnb Capability Center.
  • Define and maintain guidelines, knowledge base, and materials.
  • Coordinate responses to questions, escalations, and socialization of updates, iterations, and changes.
  • Disseminate and coordinate information about multiple work-streams across multiple partners and time zones.
  • Create workflows and processes that optimize for both a high quality bar (integrity of the program is paramount) and efficiency.
  • Align with both internal and external (partner) stakeholders and move projects through the entire lifecycle (learning, performance, quality check, iteration, etc.).
  • Build alignment across product teams, cross-functional partners (FP&A, Marketing, Operations, Guest Experience, Trust, Product, Engineering, etc.) and the Leadership/Executive teams as needed.

Qualifications:

  • 10+ years of related work experience, with at least 5 years of experience in an organization solving challenges at scale.
  • Known by your colleagues for an incredible attention to detail and impeccable judgement in ambiguous situations. This should be your superpower.
  • Track record of leading large scale, high impact, cross-functional efforts and driving projects from ideation to strategy and implementation at the executive level
  • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure
  • Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
  • Strong analytical, data, and troubleshooting skills.
  • Excellent written and oral communication skills.
  • Creative problem solver. Able to identify real obstacles and viable solutions.
  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve

Want some tips on how to get an interview at Airbnb?

What is Airbnb looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Operations Lead like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Operations Lead?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!