Senior Manager, Strategy and Implementation

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:

Our extremely capable team of India-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. ACC is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, ACC is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Payments, Analytics, etc. 

The difference you will make:

As a Senior Manager of Strategy and Implementation at Airbnb's Capability Center, you will play a pivotal role in driving operational excellence and strategic alignment across departments. By collaborating with executive-level management, you will establish performance goals and long-term plans that resonate with the organization’s vision. Your expertise in stakeholder management will enable you to foster strong relationships with department heads and external partners, ensuring alignment on operational strategies and seamless execution of transition methodologies. You will take end-to-end ownership of multiple departments, harnessing your deep understanding of customer needs to define and implement effective organizational structures. Your capability to design comprehensive blueprints and transform them into actionable plans will empower teams to deliver high-quality results while continuously monitoring and refining processes through established KPIs. In this role, your strategic insights and proactive problem-solving abilities will not only enhance operational efficiency but also contribute significantly to the overall growth and success of the Airbnb Capability Center.

A typical day:

Stakeholder Management: 

• Collaborate with executive-level management in the development of performance goals and long-term operational plans.
• Build and maintain relationships with all department heads, external partners and vendors to make decisions regarding operational activity and strategic goals.
• Educate stakeholders with standard transition methodology components, likely adaptations of the solution, as well as knowledge of recent transitions and changes that were made to the standard methodology.
• Ability to coordinate with stakeholders and ability to effectively address the needs and expectations.
• Ability to work with executive stakeholders and governance/report at the country leadership level.

Design and lead operations of multiple departments:

• Take end-to-end ownership of one or more departments.
• Define goals for your departments. This will require a thorough understanding of customer needs, both existing and potential.
• Define, implement and own the required org structure.
• Enable your team to ensure quality delivery in all these departments ○ Establish & execute benchmark Quality Assurance.

Design blueprint:

• Divide the solution proposed into multiple projects. Prioritize projects on the basis of impact and effort required. 
• Construct, develop and execute key operational strategies.
• Develop and oversee service strategies in coordination with organizational goals and competencies.
• Produce, develop and refine Standard Operating Procedures (SOP) ○ Break down the projects further into actionable steps. 
• Stitch the different steps together to form one comprehensive blueprint for the project.
• Seek input from peers to iterate. Present the blueprint to the senior management to get them on-board.

Implement:

• Define the approach for all the actionable steps.
• Build required processes with a focus on accuracy, efficiency and scalability. Try to automate as much as possible.
• Define and set up KPIs to monitor the health of the project.
• Prepare implementation guidelines. Identify resources to work with ○ Ensure training of personnel involved and identify specific/periodic training programs if need be. 
• Solve queries raised by the team. If similar queries are raised frequently, incorporate in the implementation guidelines and train the team. 

Monitor the growth and health of your Departments:

• Define and set up KPIs to monitor the health of the departments.
• Set up a monitoring protocol and design MIS reports.
• Manage escalated operations issues and determine proper Issue Resolution.
• Establish, deliver, manage and maintain the adoption of business controls that allow the organization to quickly identify trends and potential issues.
• Escalate in case of any non-compliance to set guidelines, quality issues etc. 
• Identify New Projects from Department MIS and reviews. Modify blueprint and  processes related to it which may lead to a better outcome.
• Evaluate regularly the efficiency of business procedures according to organizational   objectives and apply improvements.

Hybrid Work Requirements & Expectations: 

To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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.