Enterprise Account Operations Associate

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 Airbnb Hotels team is a fast-growing, entrepreneurial group leading Airbnb’s expansion into the hotel sector. We combine the simplicity, product excellence and guest-centered ethos that define Airbnb with a mission to create an intuitive hotel booking experience for guests while helping hotel partners drive incremental bookings. Our goal is to help more people discover high-quality hotels while creating meaningful value for both guests and our hotel partners.

As an Enterprise Account Operations Associate
, you will play a key role in supporting the Enterprise Account Management team and the day-to-day operations of an evolving portfolio of hotel groups across the globe. You will help design and execute operational processes that enable us to onboard, launch and support enterprise hotel partners s includes hotel group onboarding and rollout, portfolio-level supply optimisation, platform education, reporting and strategic initiatives that drive partner success.

• Working with large datasets, using data to identify trends, opportunities and operational issues, and translating insights into action.
• Building, rolling out and improving processes and workflows, including process creation or taking an existing process and making it more efficient, scalable and effective.
• Operating in ambiguity, where processes may still be evolving and there isn't always an established playbook or clear answer.
• Project and programme execution, coordinating multiple work streams, priorities and dependencies to deliver against business objectives.
• Stakeholder management and cross-functional collaboration, working effectively across internal teams and external partners to drive alignment and execution.
• Taking ownership and making recommendations, identifying what needs to change and proactively proposing solutions rather than waiting for direction.

This is a fast-moving environment where processes are still being built and refined. You may not always be handed a playbook, and when one exists, it may be a V1 that needs to evolve. We are looking for someone who is comfortable navigating ambiguity, asking the right questions and identifying better ways of working. You will be expected to take ownership, use sound judgement and proactively recommend solutions rather than simply execute an existing process.

You will work closely with hotel group headquarters and regional stakeholders, as well as cross-functional teams across Airbnb, making strong stakeholder management and collaboration critical to success.

• Support the day-to-day operational management of enterprise hotel group partners across global markets.
• Coordinate and execute the onboarding and rollout of new hotel groups and properties onto Airbnb.
• Build, document and continuously improve operational processes and workflows.
• Identify gaps, inefficiencies and opportunities to improve existing processes, and proactively recommend solutions.
• Manage projects involving multiple internal and external stakeholders, ensuring clear ownership, communication and delivery.
• Partner cross-functionally to resolve operational issues and improve the experience for hotel partners.
• Support portfolio-level supply optimisation and platform education initiatives.
• Use data and reporting to identify opportunities, track performance and inform operational decisions.
• Balance multiple priorities in a fast-moving environment where requirements and processes may continue to evolve.
• Take ownership of problems from identification through to resolution, escalating appropriately while bringing recommendations and potential solutions.

• 5+ years Experience in account operations, partner operations, sales operations, customer success operations, enterprise account support or a related operational role.
• Demonstrated experience creating, improving or scaling processes and workflows.
• Comfortable working in ambiguous environments where processes and ways of working are still evolving.
• Strong ownership mindset with the confidence to make recommendations, challenge existing…