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Community Support Senior Business Operations Lead

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Airbnb

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Location:
Ireland, Dublin

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

124000.00 - 155000.00 EUR / Year
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Job Description:

We are looking for a Sr. BizOps Lead to be part of our global CS Business Operations team. This role will be critical for overseeing the operational efficiency and effectiveness of the contact center operations contributing to the success of the organization’s operations as a whole. This lead will be responsible for strategic operations oversight of day-to-day operations, operational process improvement initiatives, operational budget management, and the implementation of best practices to drive operational excellence, improve operational efficiency, scalability and customer experience.

Job Responsibility:

  • Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets
  • Develop and drive the business performance management system across the CS organization
  • Own the recurring business review framework and operational management system
  • Build and foster a robust, transparent and cooperative synergy across departments
  • Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans
  • Partner with CS analytics to design the right operational dashboards
  • Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget
  • Drive the annual business planning process and work with finance to build the operating budget
  • Build the process for driving the overall Operational Efficiencies targets
  • Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization
  • Own budget and spend policy operations, developing strategies for spend allocation
  • Own all invoice management and fiscal adherence to commercial contracts
  • Develop comprehensive business cases for proposed initiatives
  • Design the labor framework for deciding the global CS labor footprint across internal and external sites
  • Own the ramp and ramp down operational readiness process for the CS operations
  • Deep focus on contact center business service design optimization efforts
  • Participates in multi functional initiatives, designing and executing on large scale operational programs across the CS network

Requirements:

  • 10+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results
  • Operations, Management Consulting or Financial/analytics background preferred
  • Must have deep functional domain expertise and knowledge in contact center operations and best practices
  • Understanding of contracts and commercial frameworks is a plus
  • Experience with process design and optimization, strategic operations and customer support strategies
  • Strong strategic thinking skills
  • Works effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities
  • Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions
  • Experience using SQL, Python and/or Tableau is required
  • Is able to anticipate business and industry issues as a basis for recommending large scale product, process or service improvements
  • Excellent stakeholder management skills with the ability to influence at all levels
  • Exceptional influencing skills
  • Experience solving unique, complex, and often ambiguous problems with broad impact on the business
  • requires conceptual and innovative thinking to develop solutions
  • Outstanding written and verbal communication and presentation skills
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
December 16, 2025

Employment Type:
Fulltime
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