Analyst, Customer Support, Strategic Finance
About The Position
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 Difference You Will Make: The Analyst, Community Support Strategic Finance will be a vital contributor to the Community Support organization. This individual will deliver actionable financial analysis, forecasting, and insights that power efficient operations and exceptional customer service. This role offers meaningful exposure to the full spectrum of Community Support, spanning headcount planning, payroll forecasting, variable cost modeling, and ROI investments, in a dynamic, high-impact environment. You'll work closely with business partners to support scalable, world-class customer experiences while helping maintain strong financial performance.
Requirements
- 2+ years of experience in investment banking, strategic finance, consulting or a related analytical role; prior exposure to operations organizations is a plus.
- Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis.
- Able to maintain financial models; experience with planning tools such as Oracle or Anaplan is a plus.
- Clear, concise communication skills with the ability to present financial findings to non-finance partners.
- Detail-oriented, proactive, and comfortable navigating a fast-paced setting with shifting priorities.
- Genuine passion for customer operations and the intersection of finance and operations.
Nice To Haves
- Familiarity with SQL and data visualization software is a plus
- Familiarity with customer support platforms and workforce management tools
Responsibilities
- Perform monthly budget vs. actuals (BVA) analysis across Community Support spend categories, including headcount, technology platforms, vendor services, and per-unit metrics; deliver clear variance explanations and insights for leadership.
- Own Payroll and headcount forecasting for the Community Support organization, including sizing the financial impact of headcount changes across location, level, and job family
- Assist in cost planning initiatives by tracking actuals against forecasts, identifying efficiency opportunities, and contributing to scenario modeling.
- Prepare monthly financial reporting and targeted ad hoc analyses for Community Support stakeholders, highlighting key drivers of cost and performance.
- Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking.
- Support the annual planning cycle by developing planning templates, supporting headcount asks, modeling cost impact, and guiding Community Support leaders through planning processes
Benefits
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
