Program Operations Lead (contract)

Airbnb; San Francisco (CA); On-site; USD 124,000 - 149,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Job summary

Airbnb is seeking an Operations Lead, Engagement to drive efficiency and growth across host outreach initiatives. You will lead campaigns, coordinate with Community, Product and Data Analytics, and design scalable processes in a fast-moving environment.

You will oversee complex programs, optimize outreach, and build strong host relationships while delivering measurable business impact across a global supply network.

Qualifications

• 10+ years of experience in operations, program management, or campaign management in tech/marketplace.
• Excellent project management and organizational abilities.
• Strong cross-functional communication and influence.
• Proven ability to lead initiatives in a matrixed organization.
• Detail-oriented with multi-tasking and prioritization skills.

Responsibilities

• Develop and implement operational strategies aligned with company objectives.
• Lead high-priority projects from conception to execution.
• Design and manage end-to-end host outreach campaigns.
• Coordinate with cross-functional teams to align objectives and deliverables.
• Maintain understanding of host needs and build trust through empathetic campaigns.
• Document scalable campaign processes and playbooks.
• Identify automation opportunities to increase efficiency.
• Set up tracking, data collection, and reporting tools; review performance metrics.
• Share insights with leadership and advise on best practices.

Skills

Operations leadership

Project management

Cross-functional influence

Communication

Customer engagement

Data analysis

Airtable

Salesforce

Tools

Airtable

Salesforce

Job description

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 more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.

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.

A typical day:

• 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.

Your expertise:

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

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $90-$108/hr

• Benefits: Medical, Dental, Vision, 401K