How to Apply for the Position of a Strategic Business Operations Lead at Community Support
Applications are open for a Senior BizOps Lead to join the Global CS Business Operations team. This role will play a key part in driving the efficiency and effectiveness of the contact center operations, overseeing daily performance, leading process improvements, managing budgets, and implementing best practices to enhance scalability and customer experience.
About the Community
The Community Support organization manages millions of customer interactions each year, connecting with roughly one in five Airbnb users through phone, messaging, chat, and social media. The community addresses a wide range of issues, from cancellations, account access, and payments to reservations, refunds, safety concerns, claims, and listing challenges. With offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, and Gurgaon, along with a broad partner network, the organization provides global coverage and support across all regions.
Job Description
- Lead day-to-day operations of the global contact center and make sure business standards are consistently achieved, including service levels, efficiency, cost targets, and customer satisfaction.
- Set up and drive the performance management system across CS, owning business reviews like WBRs and QBRs, and ensuring a consistent approach to operational excellence.
- Build strong partnerships across departments by making sure the contact center’s goals and priorities stay aligned with the company’s wider objectives.
- Keep a close eye on business KPIs and work with cross-functional teams to create action plans based on what the data is showing.
- Partner with analytics to design dashboards that give visibility into planning and operations, and use those insights to improve quality while keeping costs in check.
- Work directly with Finance as the main point of contact on CS budgeting and fiscal planning, understanding the trade-offs and drivers of CS economics.
- Take ownership of the annual planning cycle, collaborating with Finance to build and manage the operating budget.
- Put in place clear processes to deliver on efficiency targets and track progress with both the Finance and CS teams.
- Handle ROI analysis, budget oversight, roadmaps, and long-term planning, acting as a strategic partner on all major business cases.
- Own spending policies and budget allocation strategies, making sure financial goals are met while operations stay effective.
- Oversee invoice management and contract compliance, and coordinate with other teams to streamline these financial processes.
- Develop business cases for new initiatives, run sensitivity analyses, and partner with CSA to ensure decisions are backed by solid data.
- Shape the labor strategy for global CS by balancing internal and partner resources, setting the right ratios, and sharing best practices across Global Ops.
- Manage ramp-up and ramp-down readiness for peak seasons, launches, and other critical milestones, ensuring teams are aligned and prepared.
- Drive improvements in contact center service design by refining workflows, reducing wait times, optimizing costs, and raising efficiency.
- Contribute to cross-functional projects and play a key role in designing and executing large-scale operational programs across CS.
Qualifications
- You have 10+ years of experience in business operations or operations management, ideally within large, global organizations, with a proven record of delivering results. A background in operations, management consulting, or finance/analytics is preferred.
- Deep expertise in contact center operations, including knowledge of best practices. Familiarity with contracts and commercial frameworks is a plus.
- Hands-on experience in process design, workflow optimization, and customer support strategies, with strong strategic thinking skills to connect business drivers and outcomes.
- You are comfortable working in a fast-paced global environment, able to balance multiple priorities while solving complex problems.
- You have a strong analytical mindset with a track record of using data to shape strategic initiatives and guide major business decisions. Proficiency in SQL, Python, and/or Tableau is required.
- Ability to anticipate business and industry shifts and use that insight to recommend large-scale improvements to products, processes, or services.
- Excellent stakeholder management skills, with the ability to influence decisions at all levels and guide leadership in areas with high business impact.
- Experienced in tackling complex, ambiguous challenges that require innovative and conceptual thinking to deliver meaningful solutions.
- Exceptional written, verbal, and presentation skills; able to communicate strategies, decisions, and ideas clearly and persuasively to senior executives.
- You reside in the United States and are eligible to work remotely.
What to Expect
These job titles can cover multiple career levels, and actual base pay will depend on a variety of factors, including training, transferable skills, prior experience, business needs, and market conditions. Compensation ranges may be updated over time. In addition to base salary, this role may qualify for bonus opportunities, equity awards, benefits, and employee travel credits.
Pay Range:
$200,000 – $250,000 USD