Principal, Strategic Finance, Community Support

Role Description

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.

A Typical Day

• 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.

Qualifications

• 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.

Preferred Qualifications

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

Your Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.

Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list.

If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: View email address on remotive.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$168,000 — $206,000 USD