Operations Manger - Analytics and Workflow Management

Operations Manager

Our client is seeking a diligent and dynamic Operations Manager with a background in business, analytics and project or program management on a contract basis, to become an integral part of the Scaled Ops team. This specialized team encompasses a broad spectrum of creative and operational disciplines, including vetting operations, copywriting, photography, and video, dedicated to maintaining and promoting the quality of our supply. The team's primary objective is to ensure the highest level of quality supply on our platform.

The Operations Manager will work closely with our Education & Quality and Account Managers on the Supply Operations team to synthesize employee survey feedback from our Experiences and Services testing initiatives. The ideal candidate will excel in creating and managing workflows, organizing and synthesizing survey feedback into actionable insights to improve both host and guest satisfaction. The role requires an analytical, operations-focused candidate who can coordinate across multiple cross-functional partners in Account Management, Business Operations, and the Analytics Insights team, to ensure the timely resolution of issues, and contribute to closing feedback loops with hosts. As a part of Airbnb's ongoing efforts to enhance operational efficiency and customer service, this individual will play a key role in supporting workflow optimization and data-driven decision making. The ideal candidate will be self-driven, detail oriented, and excel in delivering creative solutions despite changing constraints. A collaborative attitude, empathy and a resolute focus are essential qualities.

Responsibilities

• Engage in high-subjectivity and complex curation and review tasks on a daily basis.
• Accurately and thoroughly document individual decisions and considerations in various tools; internal, and third party, Airtable, and GSuite.
• Analyze and organize survey feedback from Airbnb's Experiences and Services initiatives to extract meaningful insights for operational improvements.
• Synthesize data to produce actionable recommendations, focusing on enhancing host and guest experiences.
• Design and implement efficient workflows to support ongoing operational needs and ensure process optimization across teams.
• Coordinate with Account Managers to facilitate issue resolution and ensure seamless collaboration between stakeholders.
• Manage closing feedback loops with hosts to improve engagement, satisfaction, and alignment with Airbnb's quality standards.
• Partner with cross-functional teams to ensure new processes are properly documented and integrated into existing workflows.
• Track and manage progress on operational initiatives, responding to findings from post-rollout monitoring efforts post launch.
• Support ongoing bug management and resolution processes post-deployment to ensure operational continuity.
• Maintain detailed records of operational workflows and outcomes, ensuring transparency and accountability across departments.

• Requirements & Skills

  • 2-3+ years of experience, with a background in data analytics and/or project management within operations.
  • Bachelor's degree or equivalent
  • Exceptional organizational skills, with experience developing custom organizational systems to drive time sensitive work forward.
  • Able to work in a fast-paced environment under constant deadlines
  • Solution-focused with excellent prioritization, multitasking, and time management skills
  • Proficient in Google Suite applications. Experience with Airtable, SQL, and Salesforce CRM is a plus.
  • Expertise with Excel, Google Sheets.