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:
The Airbnb ACC Enterprise Ops team is a dynamic business unit dedicated to delivering safe, quality stays and exceptional experiences for travelers worldwide. It helps increase supply effectiveness, utilization, and impact using people-powered operations.
The Difference You Will Make:
The Supervisor – Luxe Operations is responsible for leading a team of Luxe Operations Specialists to deliver a consistently high standard of service across the Luxe host lifecycle. This role blends people leadership, operational oversight, and stakeholder partnership to ensure that both host experience and business outcomes meet the expectations of a premium segment. The supervisor acts as a coach, decision-maker, and escalation point, while also contributing to process improvement and strategic initiatives.
A Typical Day:
Operational Execution & Business Ownership
- Oversee the end-to-end Luxe host journey - from onboarding to offboarding.
- Ensure consistent application of Luxe quality standards across property evaluations, listing audits, and amenity assessments.
- Act as the primary escalation point for complex or sensitive host situations, including quality concerns, enforcement actions, and appeals.
- Review and approve high-impact decisions such as listing suspensions, removals, or significant goodwill gestures.
- Maintain strong oversight of daily workflows, ensuring effective prioritisation, SLA adherence, and accurate execution of SOPs..
Team Leadership & Development
- Lead, coach, and develop a team of Specialists/Senior Specialists, ensuring performance goals are consistently met at both individual and team levels.
- Conduct regular 1:1s to set expectations, provide actionable feedback, and drive personalised development plans.
- Monitor core KPIs (onboarding time, quality scores, productivity) and address performance gaps through structured coaching.
- Identify and nurture high-potential talent through stretch opportunities, project ownership, and succession planning.
- Foster a culture of luxury service excellence, with a strong emphasis on attention to detail, curiosity, and host-centric thinking.
- Facilitate team huddles, calibrations, and knowledge-sharing sessions to keep the team aligned and continuously improving.
Planning, Scheduling & Resource Management
- Manage team scheduling, capacity planning, and coverage to meet service levels across time zones and demand cycles.
- Use performance and volume data to inform staffing decisions, workload distribution, and prioritisation.
Process Excellence & Continuous Improvement
- Identify operational inefficiencies, tooling gaps, or process breakdowns, and escalate with clear recommendations.
- Lead or contribute to process improvement initiatives, including workflow design, documentation, and rollout of changes.
- Act as a subject matter expert on operational tools and systems, ensuring effective and consistent usage across the team.
Data, Reporting & Performance Management
- Own and track the team’s KPI dashboard, including onboarding time, host retention, quality scores, resolution times, and escalation rates.
- Conduct root cause analyses on recurring issues or performance gaps and implement corrective actions.
- Provide regular reporting and insights to leadership, highlighting trends, risks, and opportunities.
- Contribute to quarterly and annual planning with data-backed forecasts and operational insights.
Cross-Functional Collaboration & Representation
- Partner closely with internal teams including Product, Line of Business leaders, Engineering etc.
- Ensure smooth onboarding handoffs and proactively flag risks related to new Luxe properties.
- Collaborate with Learning & Development to identify skill gaps and support training initiatives.
- Represent the Luxe Operations team in broader forums, bringing frontline insights into strategic discussions.
- Establish strong feedback loops from day-to-day operations to influence product, policy, and process improvements.
Your Expertise:
- Minimum 8-10 years of experience, with at least 3 years experience of managing teams, leadership or supervisory responsibilities.
- Proven track record of leading teams in a high-performance, KPI-driven environment with consistent delivery against quality and productivity targets.
- Strong stakeholder management skills, with experience collaborating across global organizations.
- Strong coaching capability, with experience in performance management, feedback delivery, and developing individuals across varying levels of experience.
- Ability to thrive in a fast-paced environment with shifting priorities.
- Demonstrated ability to handle complex escalations and make sound, balanced decisions in ambiguous or high-stakes situations.
- Experience working with data and operational metrics to drive decisions, identify trends, and improve team performance.
- Solid understanding of process improvement principles, with hands-on experience identifying inefficiencies and implementing changes.
- Comfortable working across multiple systems and tools (CRM platforms, workflow tools, reporting dashboards), with the ability to quickly build subject matter expertise.
- Excellent written and verbal communication skills.Ability to manage scheduling, capacity planning, and resource allocation in a dynamic, time-sensitive environment.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.