Airbnb

Marketing

• Develop 3-year growth plans for current and prospective users in each market; collaborate across functions to create an integrated roadmap, budgeting, and measurement plans that deliver on the strategy.
• Partner with the Airbnb internal creative and third party agencies, ensuring optimal resourcing, timely briefings, contracts, payments and a deep understanding of the brand and business opportunities, challenges and plan.
• In partnership with other marketing stakeholders, develop and deliver the EMEA marketing strategy, balancing alignment with global strategy and regional opportunities.
• Be the relentless advocate for authentic local work to ensure all marketing activities feel local and personal; articulate market nuances for teams less familiar with the region.
• End to end execution and monitoring across all global and local marketing campaign activity & scaling strategy.

Senior Marketing Lead, Northern Europe – MEA

Program Manager

• Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations.
• Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
• Develop and execute program plans and schedules to achieve targeted performance metrics that align with executive-level expectations.
• Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch.
• Assess business and organization risk to make trade-off recommendations.
• Close the loop - track and measure your outcomes and adapt and learn quickly from failure.
• Champions CS Program Management Office (PMO) defined ways of working to drive intended outcomes and provide transparency.
• Independently produces and revises documents and presentations that are executive ready.

Program Manager, Community Support

• Lead complex cross-functional teams and manage multiple programs concurrently, ensuring successful delivery in sometimes ambiguous contexts.
• Work closely with senior leadership to ensure strategic alignment, communicate program status, and manage expectations.
• Develop and implement program plans and timelines aimed at achieving performance metrics that meet leadership expectations.
• Demonstrate curiosity, anticipate obstacles, and adeptly manage changes with cross-functional stakeholders from initial design through launch.
• Assess business and organizational risks to provide informed recommendations on trade-offs to prioritize.
• Ensure a full feedback loop: track and measure outcomes, quickly adapt, and derive learnings from failures.
• Promote the working methods defined by the Community Support BGP to achieve targeted outcomes and ensure transparency.
• Independently produce and revise executive-level documents and presentations.

Program Manager – Community Support

Operations

• Build self-service data tools that empower non-technical teams to ask deep questions, run “what if” analyses, and generate actionable, data-backed outcomes without gatekeeping
• Craft compelling narratives and dashboards that surface insights to executives and cross-functional teams.
• Ensure fraud and safety metrics are future-proof, scalable and supported by clear governance, ownership and automated monitoring
• Own launch and decision criteria for fraud and safety experiments by defining launch thresholds, gating metric releases on decision quality, and helping leadership make data-driven decisions
• Support external audits, law-enforcement requests, and board-level reporting with rigorous, well-governed data and clear analytical narratives.
• Operationalize frameworks that instantly assess and size the platform, reputational and regulatory impact of fraud incidents, enabling rapid escalation, crystal-clear retrospectives and systematic learning

Lead, Advanced Analytics, Fraud and Safety Operations

Risk

• Own and evolve the product roadmap for dispute lifecycle management spanning chargeback ingestion, representment decisioning, and pre-arbitration
• Partner with Engineering, Data Science, Analytics and operations to sharpen dispute decisioning models, build product improvements and optimizations by processor, reason code, and product vertical, and translate those insights into concrete roadmap bets that improve win rate and reduce losses.
• Drive the design and rollout of proactive dispute prevention capabilities including on-trip signal detection and early guest outreach working cross-functionally with Customer Support, Trust, and Operations to resolve guest issues before they escalate to a chargeback.
• Build scalable disputes infrastructure for new payment methods and product verticals and defining evidence frameworks as Airbnb scales.
• Collaborate with the Enforcements and Transaction Risk team to design and implement first party misuse detection and enforcement programs that deter repeat dispute abuse, balancing recovery goals with guest experience and marketplace integrity.

Staff Platform Manager, Payments Risk

Support Engineer

• Champion the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems
• Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products
• Learn and share the latest AI/ML technologies with the team.

Senior Machine Learning Engineer, Customer Support Engineering

Manager

• Lead a geographically distributed team while driving strategic initiatives across our business verticals
• Reimagine our GTM technology ecosystem to drive productivity for sales and account management teams and operations teams
• Own unified program roadmaps across Homes, Hotels, Experiences, and Services while partnering cross-functionally to deliver innovative technology and process solutions
• Build and develop a distributed team across multiple verticals, driving talent transformation from enablement-focused to product owner mindset
• Establish team success and accountability by defining metrics, measuring program outcomes, and building strong stakeholder relationships
• Create growth pathways for team members at various career stages while managing geographically distributed teams and technology partners
• Design and execute a unified roadmap strategy across acquisition and account management systems for all supply verticals
• Lead cross-functional delivery by coordinating complex initiatives across Supply, Operations, Product Marketing, Engineering, and Analytics teams
• Influence technical architecture by partnering with Business Technology, Platform and Engineering teams to pressure-test business requirements
• Solve complex business problems by evaluating technology solutions focusing on capability density and keeping teams focused on hosts

Senior Manager, Supply Tech

Producer

• Own production for events, physical goods, and digital assets: timelines, budgets, vendor contracts, SOWs, and purchase orders
• Support and develop creative briefs and concepts for company cultural programs — from the initial idea through final execution
• Produce experiential programming — events, special guests, activations — for internal and external audiences
• Create communications assets: promotional materials, pre-show content, post-event recaps, and engagement campaigns
• Build and manage Run of Show documents; coordinate event staffing, AV teams, and production partners
• Work closely with teams across the company to bring projects to life
• Bring a high bar to everything — the big moments and the small details

Creative Producer – Experiential

Engineering Manager

• Provide dedicated leadership to the UI Tooling team for consistency and clarity
• Manage and develop a team of engineers and own the multi-year roadmap
• Serve as a cross-functional partner to Design, Product, and AI teams
• Define multi-year technical roadmaps for UI Tooling
• Drive adoption of AI-powered design-to-code workflows
• Build cross-functional alignment with product teams
• Represent UI Tooling in planning and investment conversations
• Lead and develop a team of engineers working across design tooling, developer experience, and AI-powered workflows
• Guide technical decisions and manage staffing, prioritization, and execution consistency
• Mentor engineers and foster an inclusive team culture

Engineering Manager, UI Tooling

• Lead demand forecasting, capacity planning and utilization reporting across both the Scaled Ops team and the Rev Ops Sales teams
• Tightly run and improve our weekly project staffing and scheduling process, deciding the optimal allocation of agents across new and existing projects, including prioritization and trade-off discussions with multiple stakeholders, managing their expectations around balancing priorities and when to start, stop and continue projects
• Maintain a real-time, comprehensive view of all active and pipeline projects including tracking status, performance, blockers and distill this into a weekly / monthly executive briefing that gives senior leaders a clear picture of operational health
• Build consensus and secure decisions around program resources and requirements such as tooling, analytics and reporting
• Collaborate with our stakeholders to proactively build our project pipeline to ensure that the team has a strong bench of valuable work to transition to if other projects wind down early
• Measure and report out on the team’s cost efficiency, including gains from e.g. the introduction of AI tools. Collaborate on quarterly OKR targets, and analyze the overall ROI of our workflows and motions
• Run the project governance system, ensuring that we work on only the highest value projects, and constantly review whether existing work should be continued
• Proactively identify and escalate operational risks including capacity shortfalls, underperforming vendors, or misaligned project KPIs with a recommended course of action before they become critical issues
• Collaborate on driving partner efficiency performance via a data-driven assessment of team and individual output, perform deep dives (such as time and motion studies), and structure the best measurements and incentives to optimize performance

Workforce Management Lead, Enterprise Ops

• Lead demand forecasting and capacity planning activities
• Closely oversee and improve our weekly project staffing process
• Maintain a real-time view of all active and upcoming projects
• Build consensus and secure decisions regarding program resourcing needs
• Collaborate with stakeholders to proactively develop the project portfolio
• Measure and communicate the team's cost efficiency
• Manage the project governance system
• Proactively identify and report operational risks
• Collaborate on improving partner efficiency

Manager, Workforce Management, Operations

Business Operations

• Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving all monitoring and optimization efforts.
• Be the main point of contact driving core product and policy initiatives related to how we extend goodwill to customers.
• Define and lead strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals.
• Build an operating management system to track program performance across a global network of partner sites.
• Drive a culture of continuous operational improvement through continuously fine tuning the goodwill program initiatives and practices.
• Establish Metrics to measure the success of the goodwill initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets.
• Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget target setting and adherence.
• Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making.
• Assess and mitigate risks associated with goodwill practices, ensuring that all goodwill strategies comply with business policies. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance.
• Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership program performance health readouts.
• A proven track record of managing programs across outsourced partnerships through collaboration with multiple cross functional teams including Service Delivery, Partner Strategy, Trust, Legal, Product Management, Finance and Analytics. Able to instill accountability and discipline, rigor, and process throughout an organization.

Strategic Business Operations Manager – Community Support

• Partner with the US & Canada Campaign Director to drive strategy and analysis presentations
• Own the development and implementation of policy programs
• Drive clear lines of communication between local campaign teams and global leadership
• Collaborate with each campaign region to deliver regular reporting and tracking
• Ensure individual projects and initiatives are executed according to strategic priorities
• Lead high-impact strategic initiatives requiring senior internal and external engagement
• Identify operational roadblocks and bottlenecks
• Develop and maintain a culture of collaboration and innovation

Program Manager, North America Policy

Compliance

• Own the strategic design and continuous evolution of risk frameworks, the risk registry, and executive risk narratives for Community Support.
• Ensure that investigative outcomes are contextualized within the broader risk ecosystem — informing risk appetite decisions, shaping detection strategy, and driving remediation accountability.
• Serve as the program manager for systemic root cause resolution — ensuring that when investigations, incidents, or risk assessments reveal structural vulnerabilities, those root causes do not languish in a findings log but are tracked, assigned, resourced, and driven to completion across the organization.
• Serve as a risk steward for AI systems that touch Community Support — leading governance and discussions of the implications of deploying AI in high-stakes decision-making environments.
• Design and own the CS Risk Appetite Framework — define guardrails, escalation triggers, and pre-approved response actions.
• Own and evolve the CS Risk Registry as a living strategic instrument. Your job is to challenge what gets prioritized, determine whether risk scores reflect reality, identify risks that automated systems miss entirely, and ensure accountability for remediation.
• Develop and stress-test risk assessment standards — including key risk indicators (KRIs), risk typologies, and emerging threat hypotheses.
• Support the evolution of models and processes used in detection triage and investigation.
• Establish ongoing governance cadences — risk review boards, quarterly risk assessments, and challenge sessions where risk assumptions are pressure-tested by diverse stakeholders, not simply ratified.
• Collaborate closely with the Insider Threat Investigations to ensure investigative outcomes are systematically captured, contextualized, and integrated into risk governance.

Process Risk and Compliance Operations Manager

• Build and nurture an engaged & diverse team of Delivery Excellent experts, high performing ICs & People Managers: Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations
• Bring operational expertise to Customer Support initiatives & be the voice of the frontline teams: Influence upstream service & product design to enable an effective operationalization as well as efficient & successful operations
• Build relationships & connections with the broader CS network to be able to bring the delivery voice at the table as early as possible
• Be a facilitator & an enabler whose objective is to ensure the smooth & successful operationalization of critical CS programs
• Keep track of all those initiatives across your teams and within Delivery as a whole and report back in an effective & streamlined manner to Delivery leadership
• Ensure a proper collaboration & effective launch of strategic initiatives working closely with operations teams managing partners & internal teams across the network
• Define & manage the Global Delivery Operating System at a leadership level
• Lead or oversee key programs & initiatives for Global Delivery
• Support day to day operation