Experienced Program Operations Lead, Luxe Guest Services – Luxury Hospitality and Technology Expertise Required for High-End Travel Experience Management

Introduction to Airbnb and the Role

Airbnb, a pioneer in the travel industry, has been revolutionizing the way people experience destinations since its inception in 2007. With over 4 million Hosts and more than 1 billion guest arrivals worldwide, Airbnb has become synonymous with unique stays and authentic community connections. Within this dynamic ecosystem, Airbnb Luxe stands out as a premium tier, offering high-end stays and bespoke experiences to discerning guests. The Guest Services team within Luxe is dedicated to curating and managing the end-to-end travel experience for these high-spend guests, ensuring exceptional hospitality and personalized assistance. As a Program Operations Lead for Luxe Guest Services, you will play a pivotal role in elevating service standards, driving guest loyalty, and building scalable systems to support the growth of our operations.

The Community You Will Join

The Guest Services team is a vibrant and collaborative community of professionals passionate about delivering exceptional hospitality. As part of this team, you will work closely with cross-functional partners, including Revenue Operations, Sales Enablement, Strategic Finance, Customer Service, Business Operations, and Tooling teams. Your expertise will be instrumental in driving initiatives that improve the overall experience for both internal teams and external guests, fostering a culture of excellence and innovation.

Key Responsibilities

• 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.
• Service Workforce Design and Change Management: Focus on capacity planning to maintain 24/7 global coverage for guest servicing, ensuring seamless support for our discerning guests.
• Guest Services "Operating System": Manage and improve tools, training, contracts, workflow documentation, and processes that drive daily operations, ensuring quality and efficiency.
• Advocacy for Guests and Guest Experience Managers: Drive initiatives that enhance the overall experience, acting as a key advocate for guests and guest experience managers.
• Tooling Management: Identify, implement, and manage Salesforce and other tooling roadmaps with cross-functional partners to improve efficiency and business impact for Guest Services.
• Analytics and Innovation: Leverage data analytics to identify trends, establish KPIs, and identify defects to improve service outcomes, introducing new technologies, including AI, to elevate operations.
• Cross-Functional Collaboration: Partner with teams across the organization to define individual service team OKRs, establish tracking and reward programs, and ensure alignment on goals and initiatives.

Your Expertise and Qualifications

To excel in this role, you should possess:

• Bachelor's 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 and a focus on solution building with data-driven insights.

Career Growth Opportunities and Learning Benefits

At Airbnb, we are committed to the growth and development of our employees. As a Program Operations Lead, you will have access to:

• Professional development opportunities, including training, mentorship, and education assistance.
• Cross-functional collaboration and networking opportunities with various teams across the organization.
• Innovation and experimentation, with the freedom to introduce new ideas and technologies to elevate operations.
• Performance-based growth and advancement opportunities, with a focus on meritocracy and recognition of outstanding performance.

Work Environment and Company Culture

Airbnb is a dynamic and inclusive workplace, committed to fostering a culture of excellence, innovation, and belonging. As an employee, you can expect:

• A collaborative and supportive work environment, with a focus on teamwork and open communication.
• A culture of innovation and experimentation, with the freedom to try new approaches and learn from failures.
• Recognition and rewards for outstanding performance, with a focus on meritocracy and growth opportunities.
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace for all employees.

Compensation, Perks, and Benefits

Airbnb offers a competitive compensation package, including:

• A base salary range of $150,000 - $193,500 USD, dependent on experience and qualifications.
• Bonus and equity opportunities, with a focus on performance-based growth and recognition.
• Comprehensive benefits package, including health insurance, retirement savings, and employee travel credits.
• Flexible work arrangements and remote work options, with a focus on work-life balance and employee well-being.

Conclusion and Call to Action

If you are a motivated and experienced professional in luxury hospitality and technology, with a passion for delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity. As a Program Operations Lead for Luxe Guest Services, you will play a critical role in shaping the future of luxury travel and hospitality. Join our dynamic team and contribute to the growth and success of Airbnb. Apply now and take the first step towards an exciting and rewarding career with a global leader in the travel industry.