Operations Manager

Our client is seeking a diligent and dynamic Operations Manager with a distinct preference for candidates with a background as a project coordinator or project manager and a strong foundation in business and analytics, to join our Airbnb Scaled Ops team. This specialized team encompasses a broad spectrum of creative and operational disciplines, including vetting operations, copywriting, photography, and video, dedicated to maintaining and promoting the quality of our supply. The teams primary objective is to ensure the highest level of quality supply on our platform.

The Operations Manager will work closely with our Education & Quality and Supply Operations teams on testing incentives and initiatives across Experiences and Services. The ideal candidate will excel in managing projects, coordinating across multiple stakeholders, and creating and managing workflows, to ensure the timely resolution of issues, and contribute to closing feedback loops with hosts. As a part of Airbnbs ongoing efforts to enhance operational efficiency and customer service, this individual will play a key role in supporting workflow optimization and data-driven decision making. The ideal candidate will be self-driven, detail oriented, and excel in delivering creative solutions despite changing constraints. A collaborative attitude, empathy and a resolute focus are essential qualities.

Responsibilities

• Lead and coordinate operational projects, ensuring milestones, deliverables, and timelines are achieved.
• Organize and synthesize survey feedback, extracting actionable insights to drive operational and customer-focused improvements.
• Design, implement, and optimize workflows and business processes.
• Maintain clear communication and seamless collaboration between Account Managers, Business Operations, Analytics, and other cross-functional partners.
• Manage closing feedback loops with hosts, enhancing engagement and satisfaction.
• Ensure thorough documentation and integration of new processes into team workflows.
• Track and report on project progress, using metrics to inform adjustments.
• Support operational continuity by managing bug reporting and resolution post-deployment.
• Maintain transparent and accountable records of workflows, decisions, and outcomes.

Requirements & Skills

• 2-3+ years of direct project management or project coordination experience, ideally within business operations or analytics-focused environments.
• Bachelors degree or equivalent required.
• Proven experience in driving operational projects from initiation to completion.
• Strong analytical skills: ability to synthesize data, identify trends, and create actionable recommendations.
• Exceptional organizational skills, including developing systems for time-sensitive work.
• Proficient with Google Suite; experience with Airtable, SQL, Salesforce CRM, or similar tools is a plus.
• Expertise in Excel and Google Sheets.
• Ability to work in a fast-paced, deadline-driven setting.
• Excellent prioritization, multitasking, and time management skills.
• Strong communication and stakeholder management abilities.
• Collaborative and solution-focused mindset.
• Passion for hospitality and delivering world-class experiences and services to a global audience.