Staff Program Manager, BizTech Global Ops

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 Global Operations team within BizTech manages production services in the corporate environment. As a Staff Program Manager on this team, you will be responsible for programs that ensure the success of Operation Services. You will work closely with other Operations team members and BizTech engineering teams to develop programs that facilitate a smooth and successful transition of services for Operations to support. This role requires expertise in infrastructure operations, strategic sourcing, vendor management, and process improvements.

The Difference You Will Make:

As a Staff Program Manager, you will be pivotal in shaping the operations service strategy to ensure the success of Global Operations and BizTech. You will collaborate with stakeholders to identify and implement Shift Left opportunities, create training programs, and report on performance metrics and insights. Your role includes providing feedback on service performance and recommending improvements for technology-supported processes. BizTech Global Operations supports all BizTech teams, succeeding only when they do. We are versatile generalists and deep experts in Operations, leveraging metrics and reporting to drive efficiency and effectiveness through technology automation and processes.

A Typical Day:

• Identify and understand the needs of stakeholders and the technology utilized by the company.
• Execute operations projects and programs, leveraging an understanding of the underlying technology to assist the team in planning.
• Create data-driven plans to monitor performance and provide insights on operational opportunities across the organization.
• Develop and maintain strategic plans, roadmaps, operational readiness plans, and regular status updates to help the Operations teams scale and support a rapidly expanding service scope.
• Continuously improve acknowledgment and resolution times to enhance the customer experience.

Your Expertise:

• A successful Staff Program Manager in BizTech Global Operations will have extensive experience with various corporate technologies and a proven track record in delivering operational services.
  • 9+ years of experience in Operations Program Management or similar roles
  • They will possess strong business analysis skills and a deep understanding of service delivery management, focusing on operational excellence.
  • They excel in gathering and implementing project requirements, demonstrating the ability to understand stakeholders' critical needs and priorities, manage budgets, and develop strategic plans.
  • They are adept at creating requests for proposals, statements of work for vendors, and managing expectations while holding accountability.
  • They have knowledge of infrastructure, networks, systems, applications, automation, ticketing systems, Data visualization, infrastructure as code, configuration management, and continuous delivery technology processes.
  • They will have experience working across time zones and managing global teams.

Bonus skills:

• SQL
• Tableau
• Six Sigma and Lean Process certification, or equivalent Operations Excellence work.

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: [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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range$164,000—$205,000 USD