Program Operations Lead

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 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.

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.

• 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…