Join Today: Program Operations Lead, Luxe Guest Services
Key Job Details:
- Location: Remote
- Compensation: a competitive salary
- Position: Program Operations Lead, Luxe Guest Services
- Start Date: Immediate openings available
- Company: Workwarp
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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 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:
Airbnb Luxe is a premium tier of Airbnb, offering unique and high-end stays. The Guest Services team within Luxe curates and manages the end to end travel experience for high-spend guests. The team sources unique homes, designs bespoke services and experiences, and offers personalized assistance to deliver exceptional hospitality for exclusive guests.
The Difference You Will Make:
As an Operations Manager for Guest Services, you will play a pivotal role in designing, implementing, and optimizing workflows and tactics that elevate our service standards and drive guest loyalty. WeÂre seeking an innovative partner with specialized experience in luxury hospitality and technology who thrives on collaboration and delivering excellence. A key focus of this role will be building dynamic and scalable systems that support the growth of our operations. We are looking for someone with strong analytical and systems design skills that has experience building guest account management programs and the supporting operations from the ground up.
A Typical Day:
 Operational Strategy and Execution
 Design and implement end-to-end program workflows to meet the dynamics of a growing Luxe business and high guest expectations
 Responsible for service workforce design and change management, with a focus on capacity planning to maintain 24/7 global coverage for guest servicing
 Manage and improve the Guest Services "operating system," including tools, training, contracts, workflow documentation, and processes that drive daily operations to ensure quality and efficiency
 Act as the key advocate for guests and the guest experience managers, driving initiatives that improve the overall experience for internal teams and external guests
 Tooling Management
 Identify, implement, and manage Salesforce and other tooling roadmaps with cross functional partners to improve efficiency and business impact for Guest Services
 Collaborate with business operations and tooling product teams to develop unique solutions for the first of its kind, guest management team at Airbnb
 Analytics and Innovation
 Leverage data analytics to identify trends, establish KPIs, and identify defects to improve service outcomes
 Own and drive Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), for the Guest Services function ensuring all key metrics and insights are presented with actionable recommendations
 Generate and present performance reports to leadership, providing strategic insights and operational updates
 Stay ahead of industry trends, introducing new technologies, including AI, to elevate operations
 Cross-Functional Collaboration
 You will partner with teams across the organization, including Revenue Operations, Sales Enablement, Strategic Finance, Customer Service, Business Operations, and Tooling teams
 Partner with Guest Service Team managers and Sales Operations to define individual service team OKRs and establish tracking and reward programs
 Act as a liaison between guest services and other business units to ensure alignment on goals and initiatives, with a focus on congruency between Luxe and Airbnb platform policies
 Manage overall program budget and tracking
 Assist in planning offsites and team training programs
 You may be required to manage external stakeholders and providers to facilitate service delivery
Your Expertise:
 BachelorÂs degree in Hospitality Management, Business Administration, or a related field.
 10+ years of experience in high-end hospitality or luxury guest services, with at least 5 years in an operational leadership role
 Proven expertise in designing and implementing workflows for complex service operations
 Experience leading and presenting MBRs/QBRs to senior leadership
 Demonstrated experience with AI tools and automation systems, including their implementation and management
 Strong analytical skills with the ability to interpret data and drive performance improvements
 Proven ability to take full ownership of guest satisfaction and deliver results
 Experience with scaling operations using advanced tools and technology
 Exceptional communication and leadership skills, with a focus on guest satisfaction and service excellence
 Comfort with ambiguity with a focus on solution building with data driven insights
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role youÂre applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range 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.
Pay Range$150,000Â$193,500 USD Apply Job!
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Ready to Apply?
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.
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