Hybrid Operations Lead, Engagement

at Airbnb

• Job title: Operations Lead, Engagement
• Job type: Full Time
• Experience level: Senior
• Salary: CA$126,000 - CA$157,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Canada

About the role

• Operations Lead managing engagement in Airbnb's global operations and overseeing strategic initiatives for host outreach. Collaborating with cross-functional teams to enhance operational efficiency.

Responsibilities

• 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 stakeholders.
• Use data and feedback to measure campaign effectiveness; identify areas for improvement and implement optimizations. Share insights and results with leadership and advise on best practices for future outreach.
• Oversee the selection, implementation, and ongoing maintenance of the systems, platforms, and tools required to execute outreach campaigns. Ensure these tools are properly integrated and optimized for efficiency and continuously assess them, recommending upgrades or changes to improve reliability, scalability, and effectiveness.

Requirements

• 10+ years’ experience in operations, program management, or campaign management, preferably in a tech or marketplace environment.
• Excellent project management and organizational abilities.
• Effective communicator with experience influencing cross-functional teams.
• A passion for community building and user engagement.
• Ability to lead and drive initiatives across a matrixed organization, solve problems, and influence cross-functional teams.
• Detail-oriented and strong multi-tasker with ability to manage multiple projects and initiatives simultaneously.
• Demonstrated experience in customer success including proactive voice outreach initiatives to engage, support, and retain clients.
• Demonstrated success managing multi-channel campaigns from concept through execution and analysis.
• Strong analytical skills; comfort with campaign dashboards and metrics.
• Strong communication and interpersonal skills.
• Comfort with ambiguity and rapid change.
• Experience in the tech or marketplace industry is preferred.
• Airtable proficiency and Salesforce expertise is preferred.

Benefits

• Benefits, and Employee Travel Credits.