Principal, Strategic Finance, Community Support

Airbnb

19h•$168,000 - $206,000•Remote

About The Position

We're looking for a thoughtful, analytically rigorous, and strategically minded finance professional to partner with our Community Support leadership team. This role sits at the intersection of strategy, product, and operations: evaluating the impact of what we build, shaping the Airbnb customer experience, and connecting Community Support initiatives to Airbnb's broader company priorities. You'll be a trusted advisor to leadership and a key voice in cross-functional conversations across Product, Engineering, Finance, and Operations, working on some of the most consequential technology and investment decisions at Airbnb.

Requirements

9+ years in strategic finance, investment banking, or management consulting, ideally with meaningful exposure to customer support or operations at enterprise scale
Resilient under pressure, with a track record of prioritizing and delivering in fast-paced, ambiguous environments
Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders
Superb financial modeling skills; comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data
Familiarity with SQL or willingness to learn; able to independently extract, manipulate, and analyze large datasets and develop strategic narratives for an executive audience

Nice To Haves

Experience at a scaled marketplace, platform, or technology company with a global CS operation
Familiarity with data visualization software
Familiarity with customer support economics

Responsibilities

Build frameworks to measure ROI and cost-effectiveness of technology deployed within Customer Support, surfacing where investments are working and where spend should be reallocated
Develop financial analyses evaluating AI initiatives, differentiated Customer Support models, unit economics, customer retention, and contribution margin
Provide financial analysis and deal support for negotiations with operations partners to secure optimal pricing and contract terms
Ensure Customer Support proactively and efficiently supports new business initiatives such as Hotels on Airbnb, Experiences, and other partnerships
Monitor Customer Support industry trends and emerging technologies, including AI in customer service, to identify risks and opportunities
Own core financial planning for CS, including forecast accuracy, the annual planning process, and long range planning