Senior Operations Manager, Luxe Listings Onboarding

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'll join:** Airbnb's mission, which is to offer inspiring travel experiences to our hosts and our travelers, depends largely on the ability of our supply teams to offer high-quality accommodations. The Business Homes team is at the heart of this mission. We ensure that Airbnb's supply engine works efficiently and intelligently. This ranges from how we identify imbalances between supply and demand, to acquiring, verifying, onboarding and growing our host base, as well as how we communicate at scale, plan markets around the world, and manage our field sales teams in all regions. This is a team that gets things moving, removes obstacles and puts in place the systems that allow Airbnb's guest hosting business to grow sustainably. The Airbnb Luxe verification team, within the Business Homes team, is responsible for onboarding new Luxe listings, defining and enforcing the quality criteria that give meaning to the Luxe badge, and converting existing listings with high potential on the platform into Luxe listings. **Your contribution:** Airbnb Luxe is a carefully curated collection of more than 9,000 verified accommodations that stand out for their exceptional quality and high-end services. This year, Luxe has been one of Airbnb's fastest-growing categories and serves as Airbnb's testing ground for its managed platform model. We are investing more and more in how we identify, onboard and retain world-class supply. As Senior Director or Principal Operations Manager, you will be responsible for the entire onboarding process for new Airbnb Luxe listings: you will develop the acquisition and onboarding approaches that will allow us to bring new offerings online, ensure the health of the pipeline, and collaborate cross-functionally to meet the team's growth objectives. You will also take charge of cross-team programs and represent the team in leadership settings, with opportunities for advancement. **A typical day:** - Own and continuously improve end-to-end onboarding operations to meet the pace and quality the business requires. - Develop and implement new approaches to acquiring and onboarding accommodations in collaboration with the sales team and other cross-functional teams. - Identify and close gaps in tools and processes so the team operates with sustainable systems rather than manual workarounds. - Manage program budgets and vendor relationships, including selecting external partners as needed. - Lead joint programs with peer leaders, from planning through execution, and take on new projects as the team's priorities evolve. - Represent the team in internal team meetings, cross-functional forums and leadership settings, as needed. - Track key metrics for your programs, determine the causes of performance declines, and identify and pull levers to get back on track. **Your expertise:** - At least 8 years of experience managing programs or operations, sales or revenue operations, or supply chain operations in a high-growth, cross-functional environment. - Proven experience managing a pipeline or funnel end to end, from design through steady-state operation, including budget management and accountability to vendors. - Strong analytical and problem-solving skills, including building dashboards and using data to make decisions. Advanced data analysis skills are a plus (for example, SQL). - Deep hands-on experience with Salesforce, including building dashboards and reports, and diagnosing and resolving issues related to pipeline or automation. - Ability to drive results with a sense of urgency and adapt quickly to changing priorities to achieve project goals and objectives. - Proven experience managing a matrix organization and building relationships to achieve goals with cross-functional teams, including sales, product and technical teams. - Excellent written and verbal communication skills, with the presence and judgment needed to represent the team in leadership settings. - Excellent organizational skills with a strong attention to detail and quality. **Your location:** This position is based in Canada and is eligible for remote work. This position requires candidates to reside in Canada. This position is not eligible for relocation assistance. **Our commitment to inclusion and belonging:** Airbnb is committed to working with people from the widest possible range of backgrounds. We believe that diversity of ideas fosters innovation and engagement. This approach helps us attract creative talent and develop the best possible products, services and solutions. We invite all individuals who meet the criteria to apply. We also strive to offer an inclusive application and interview process for people with disabilities. If you have a disability and need reasonable accommodations to submit your application, contact us at the following address: reasonableaccommodations@airbnb.com. Include your full name, the position you are applying for, and the accommodations needed to help you in the recruitment process. We ask that you contact us only if your disability prevents you from submitting your application online. **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay depends on many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, 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. Canada Annual Pay Range $122,000—$128,000 CAD **Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. **A Note on Recruiting Scams:** Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.