Airbnb
Supervisor,LuxeOperations
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optimal for Senior candidates.
“Supervisor, Luxe Operations at Airbnb. Skills: Team Leadership, Operational Oversight, Stakeholder Partnership. Oversee end-to-end Luxe host journey. Ensure consistent application of Luxe quality standards”
What You'll Achieve.
deliver a consistently high standard of service across the Luxe host lifecycle; ensure that both host experience and business outcomes meet the expectations of a premium segment; ensuring performance goals are consistently met at both individual and team levels; meet service levels across time zones and demand cycles; ensuring effective and consistent usage across the team; onboarding time; host retention; quality scores; resolution times; escalation rates
Industry & Context.
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
What They're Looking For.
Must Have
Minimum 8-10 years of experience, 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, stakeholder management skills, with experience collaborating across global organizations, 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
What You'll Do.
Oversee end-to-end Luxe host journey
Ensure consistent application of Luxe quality standards
Act as primary escalation point
Review and approve high-impact decisions
Maintain oversight of daily workflows
Identify and nurture high-potential talent
Foster a culture of luxury service excellence
Facilitate team huddles
Manage team scheduling
Use performance and volume data
Identify operational inefficiencies
Lead or contribute to process improvement initiatives
Act as subject matter expert on operational tools
Own and track team’s KPI dashboard
Conduct root cause analyses
Provide regular reporting and insights
Contribute to quarterly and annual planning
Partner closely with internal teams
Ensure smooth onboarding handoffs
Collaborate with Learning & Development
Represent Luxe Operations team
Establish feedback loops
How You'll Work.
Team & Collaboration
stakeholder management skills, with experience collaborating across global organizations; Partner closely with internal teams including Product, Line of Business leaders, Engineering etc.; 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 feedback loops from day-to-day operations to influence product, policy, and process improvements
Communication Scope
Excellent written and verbal communication skills
Full Job Description
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
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