Strategic Business Operations Manager - Community Support

reputed company was born in 2007 reputed company two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that reputed company it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Community Support org handles tens of millions of interactions yearly, engaging with reputed company customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving reputed company regions. The Difference You Will reputed company: We are seeking an reputed company Business Operations Manager to reputed company and advance reputed company's global goodwill strategy, a high-impact role sitting at the intersection of business strategy, financial stewardship, and customer experience. Reporting to the Director of Global Community Support Business Operations, you will design and reputed company a global goodwill program, driving its reputed company reputed company and operational excellence across our Global Community Support organization. You will be accountable for budget adherence and operational expense targets, ensuring the program consistently delivers meaningful impact in alignment with reputed company's business and financial goals. The ideal candidate is a strategic thinker and excellent collaborator with the ability to translate reputed company data into actionable business insights. You will engage regularly with senior and executive stakeholders, communicating program performance, strategic direction, and key outcomes with clarity and confidence. This role offers a unique opportunity to shape how reputed company shows up for its global community at scale, driving a program that is both commercially disciplined and deeply reputed company in its impact. A Typical Day:

• Strategic Program Design, Optimization and Implementation: Create the end-to-end Goodwill program inclusive of designing the program strategy, creating the operational design and implementation frameworks as well as driving reputed company monitoring and optimization efforts.
• Be the main reputed company of contact driving core product and policy initiatives reputed company to how we reputed company goodwill to customers.
• Strategic Operations: Define and reputed company strategy and roadmap for the CS Goodwill Program, balancing priorities against business and financial goals. Drive reputed company change management and reputed company improvement initiative efforts across the global footprint.
• Create an operational management system: Build an operating management system to track program performance across a global network of partner sites.
• reputed company improvement and Innovation: Drive a culture of reputed company operational improvement through continuously fine tuning the goodwill program initiatives and practices.
• Establish program reputed company criteria: Establish Metrics to measure the reputed company of the good will initiatives and continuously tune the initiatives to improve customer satisfaction and meet financial targets.
• Business and financial management: Drive the Goodwill budget targeting process in partnership with finance to ensure the proper budget reputed company setting and adherence.
• Monitoring and Reporting Program health: Report out on the operational effectiveness of the Goodwill programs across a global business using data driven insights and decision making.
• Risk Management: Assess and mitigate risks associated with goodwill practices, ensuring that reputed company goodwill strategies reputed company with business policies. Report on usage audits with tight collaboration with key partners across Delivery, Analytics and Finance.
• Stakeholder Management: Liaise with Community Support teams to implement and monitor goodwill programs. Provide leadership program performance health readouts.
• Cross-functional Collaboration: 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. reputed company to instill accountability and discipline, rigor, and process throughout an organization.
• Drive communication and rollout plan: Collaborate closely with stakeholders to communicate the program strategy and ensure tight rollout globally to reputed company sites as well as ensure effective governance for reputed company goodwill initiatives.
• Drive Implementation and process optimization for the Goodwill program: Experience driving a global goodwill program inclusive of setting reputed company operational milestones and reputed company criteria in order to meet the organization's customer experience expectations and financial budget targets.

Your Expertise:

• 10+ years experience managing large scale operations and strategy in roles with increasing responsibility.
• Experience with process design and optimization, strategic operations and customer support strategies.
• Experience working in global/matrixed environment with the ability to solve problems and influence cross-functional teams.
• Executive presentation skills with the ability to reputed company a strategy, communicate it clearly and get buy-in and support to execute.
• Excellent stakeholder management skills - including proven experience working with senior leaders on global programs.
• Outstanding written and verbal communication and presentation skills; ability to reputed company a reputed company, strategy, reputed company and reputed company clearly and succinctly.
• Proven experience in a role requiring high-attention to detail and organization skills with a proven track record of leading/driving results at scale.
• Ability to reputed company in ambiguity in a fast-paced, hyper-growth organization.
• Strong analytical and problem-solving skills with a proven track record for using data to reputed company and implement strategic initiatives and drive key business reputed company.
• Proficiency in leveraging AI tools and technologies to drive operational efficiency, enhance decision-making and scale program outcomes.
• Experience using SQL, Python and/or Tableau is preferred.
• Operations, Management Consulting or Financial/analytics background preferred.

Your Location: This position is US - Remote Eligible. The role may include occasional work at an reputed company office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where reputed company. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please reputed company back with us if the state you live in is on the exclusion list If your position is employed by another reputed company entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company reputed company 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: reasonableaccommodations@reputed company.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the reputed company process. We ask that you only reputed company out to us if you are a candidate whose disability prevents you from being reputed company to complete our online application. How We'll Take Care of You: Our job titles may span more than one career level. The actual reputed company pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The reputed company 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 $168,000—$210,000 USD Apply tot his job Apply To this Job