Senior Payments Operations Manager - Procedures, Standards & GTM Readiness

Airbnb

89d • $196,000 - $245,000

About The Position

As Senior Payments Operations Manager for Procedures, Standards & GTM Readiness, reporting to the Director of Payment Operations, you’ll lead the development, standardization, and execution of Airbnb’s global payments procedures and standards, change management, and go-to market readiness for payments products. This is a high-impact and high-influence individual contributor role that sits at the intersection of strategy, operations, and platform enablement.

Requirements

• 12+ years of experience in payments, fintech, or financial services with a focus on operations, enablement, or product readiness.
• Strong background in documenting and operationalizing procedures, guidelines, or playbooks in a complex, cross-functional environment.
• Demonstrated success in leading end-to-end go-to-market (GTM) operational readiness for payments or financial products.
• Exceptional ability to collaborate and influence across Product, Engineering, Compliance, Risk, Finance, and Customer Support teams.
• Proven track record of identifying operational gaps, driving change management, and embedding scalable processes.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts for diverse stakeholders.
• Strong analytical skills to evaluate performance data, identify gaps, and recommend improvements.
• Demonstrated ability to influence senior and cross-functional stakeholders, balancing business priorities, regulatory needs, and customer experience to advance payments strategy.

Responsibilities

• Architect and maintain a suite of global payments procedures and standards, ensuring operational clarity, regional relevance, and a consistent focus on delivering a high-quality experience for guests and hosts.
• Oversee governance processes for how payments procedures and standards are created, reviewed, implemented, and executed globally and adapted locally to meet market needs.
• Define the end-to-end framework for payments procedures and standards, including templates, repositories, ownership models, and escalation paths, with emphasis on usability and simplicity.
• Lead the global standardization of procedures while enabling regional adaptation to reflect local market, regulatory, and customer requirements.
• Drive sign-off and ownership for all core procedures & standards, ensuring they are anchored in both operational efficiency and service quality.
• Establish a structured review cadence to keep procedures current with evolving business models, regulations, and customer expectations.
• Partner with respective subject-matter experts to document and formalize processes and standards across payments distinct sub-specialties, including but not limited to payments products, Compliance-e.g. AML/KYC, Risk-e.g. fraud, underwriting, Regulated Entity requirements, and Money Movement.
• Proactively identify gaps where payment procedures or standards are absent, outdated, or lack clear ownership—prioritizing areas with the greatest impact on guest and host experiences.
• Champion the definition and end-to-end adoption of new procedures, ensuring alignment across global and regional teams while keeping customer needs at the center.
• Lead change management efforts to drive awareness, training, and integration of updated procedures into daily operations, ensuring front-line teams are equipped to deliver high-quality customer outcomes.
• Serve as a bridge between procedures & standard definition and real-world execution, ensuring that owners are accountable and procedures remain actionable, and improvements translate into better reliability and service for customers.
• In partnership with the platform product and PMO team, define and implement a go-to-market readiness operations framework for payments initiatives.
• Ensure launches achieve end-to-end readiness, including but not limited to procedures and standards, controls, customer-facing quality standards-content-and support models, tooling, performance monitoring-dashboards.
• Partner with Program management to embed checklist rigor into launch execution, ensuring dependencies are tracked and gaps are closed pre-go-live.
• Act as the payments point of accountability for ensuring new initiatives align to established procedures and operational expectations, while delivering a seamless and reliable experience for Airbnb’s guests and hosts.

Benefits

• Base pay range of $196,000—$245,000 USD.
• Bonus eligibility.
• Equity options.
• Employee Travel Credits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees