Planning & Business Operations Lead

About Airbnb

Airbnb was born in 2007 when 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 make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join

Airbnb is a global hospitality platform that connects travelers with unique accommodations and experiences around the world. Our mission is to create a world where anyone can belong anywhere. Community Blueprint is a team under Global Operations that aims to improve the quality of the end-to-end customer journey and bridge team silos across product, operations, and policy. To do this, we need to be experts in the guest and Host experience and in how the product, operations, policies function together to deliver the Airbnb experience. As part of the Community Blueprint team, your role will be instrumental in driving data-driven decision-making, connecting data across product & operations, and enhancing the guest and Host experience.

The Difference You Will Make

Community Blueprint helps Airbnb understand the customer experience and drive solutions that delight our community. As the Planning & Business Operations Lead, you will support the operational backbone for this mission, owning our portfolio rhythms, central tooling, and cross-functional execution that moves insights into action. You’ll align stakeholders around clear plans, stand up crisp governance and reporting, and ensure our teams have the structures, data, and visibility to deliver measurable, timely impact.

• Support the planning and business operations engine for Community Blueprint: Coordinate planning, prioritization, and portfolio reviews aligned to company goals and tackling customer pain points. Define and maintain operating cadences, forums, and decision-making stage gates.
• Own productivity tooling for Community Blueprint and source-of-truth assets: Lead the evolution of our Airtable-based portfolio and learnings trackers; define taxonomy, workflows, interfaces, and integrations (e.g., Jira, data/reporting). Partner with Analytics/Eng to stand up durable dashboards and executive views; reduce manual reporting through automation.
• Drive cross-functional program delivery from problem identification to solution execution: Translate pain points and insights into structured program plans with clear milestones, owners, and success metrics. Proactively surface risks, unblock dependencies, and maintain “path to green” plans.
• Create leadership-ready narratives and business cases: Build concise, data-backed updates for executive forums; connect initiatives to business impact and time-to-close. Establish standardized templates for updates, release notes, and post-launch readouts.
• Up-level how we work: Implement lightweight, repeatable governance, RACI, and intake/change control. Lead retrospectives; codify improvements into playbooks, templates, and SOPs. Champion consistent labeling/tagging (e.g., customer journey, domain) for reliable rollups across tools and teams.

A Typical Day

• Review portfolio health, risks, and blockers; align DRIs on next actions and deadlines.
• Update executive dashboards and prepare a brief for an upcoming leadership forum.
• Facilitate a cross-functional checkpoint to confirm scope, owners, and success metrics for a high-priority initiative.
• Ship a bi-weekly rollup with progress, decisions, and “asks” to unblock work.

What success looks like:

• A clear, trusted single source of truth for scope, status, and decisions across Community Blueprint.
• Executive stakeholders can see portfolio health, impact, and time-to-close at a glance.
• Team cadence is crisp: the right forums, at the right altitude, with the right decisions made on time.
• Manual status work declines as automation and integrations increase.
• Initiatives land on time, with measurable improvements to customer experience.

Your Expertise

• 6+ years in Program Management, BizOps, or PMO roles in high-growth tech or operations-heavy environments; experience driving cross-functional programs end-to-end.
• Demonstrated ownership of planning and business operations: portfolio management, OKRs, roadmapping, governance, and decision forums.
• Tooling ownership experience: administering and evolving collaborative/portfolio systems (e.g., Airtable, Jira, Asana/Trello) and partnering to build dashboards (e.g., Tableau/Looker/Superset); comfort translating workflows into system design.
• Strong project management fundamentals: critical path, dependency/risk management, stage gates, change control, and stakeholder alignment.
• Analytical storyteller: turns signals into clear, leadership-ready narratives and action-oriented recommendations; comfort with basic SQL or working closely with data partners.
• Executive presence with excellent written/oral communication; adept at influencing across functions and levels.
• Thrives in ambiguity; brings structure, prioritization, and focus to complex problem spaces; calm under pressure.

Preferred skill-sets:

• Experience in customer experience, trust/safety, fraud/risk, quality, or support operations.
• Hands-on experience integrating Airtable with Jira or other systems; interface design for stakeholder-friendly views.
• Standing up standardized taxonomies (e.g., journey tags, issue categories) that enable reliable reporting across tools.
• Familiarity with executive forum operations and portfolio reporting.

How We Work

• Bias to action with a high bar for clarity and craft in artifacts.
• One source of truth; reduce duplication and manual work.
• Plan together, decide quickly, and hold a steady cadence.

If you’re excited to build robust operational systems, own the tools that keep us aligned, and turn insights into measurable outcomes, we’d love to meet you.

Key skills/competency

• Planning and Business Operations Lead
• Program Management
• BizOps
• PMO
• Cross-functional Programs
• Portfolio Management
• Airtable
• Jira
• Data Analysis
• Stakeholder Alignment