Enterprise Account Operations Associate

• Working with large datasets, using data to identify trends, opportunities and operational issues, and translating insights into action.
• Building, rolling out and improving processes and workflows, including process creation or taking an existing process and making it more efficient, scalable and effective.
• Operating in ambiguity, where processes may still be evolving and there isn't always an established playbook or clear answer.
• Project and programme execution, coordinating multiple workstreams, priorities and dependencies to deliver against business objectives.
• Stakeholder management and cross-functional collaboration, working effectively across internal teams and external partners to drive alignment and execution.
• Taking ownership and making recommendations, identifying what needs to change and proactively proposing solutions rather than waiting for direction.

This is a fast-moving environment where processes are still being built and refined. You may not always be handed a playbook, and when one exists, it may be a V1 that needs to evolve.

We are looking for someone who is comfortable navigating ambiguity, asking the right questions and identifying better ways of working. You will be expected to take ownership, use sound judgement and proactively recommend solutions rather than simply execute an existing process.

You will work closely with hotel group headquarters and regional stakeholders, as well as cross-functional teams across Airbnb, making strong stakeholder management and collaboration critical to success.

A Typical Day

• Support the day-to-day operational management of enterprise hotel group partners across global markets.
• Coordinate and execute the onboarding and rollout of new hotel groups and properties onto Airbnb.
• Build, document and continuously improve operational processes and workflows.
• Identify gaps, inefficiencies and opportunities to improve existing processes, and proactively recommend solutions.
• Manage projects involving multiple internal and external stakeholders, ensuring clear ownership, communication and delivery.
• Partner cross-functionally to resolve operational issues and improve the experience for hotel partners.
• Support portfolio-level supply optimisation and platform education initiatives.
• Use data and reporting to identify opportunities, track performance and inform operational decisions.
• Balance multiple priorities in a fast-moving environment where requirements and processes may continue to evolve.
• Take ownership of problems from identification through to resolution, escalating appropriately while bringing recommendations and potential solutions.
• 5+ years Experience in account operations, partner operations, sales operations, customer success operations, enterprise account support or a related operational role.
• Demonstrated experience creating, improving or scaling processes and workflows.
• Comfortable working in ambiguous environments where processes and ways of working are still evolving.
• Strong ownership mindset with the confidence to make recommendations, challenge existing approaches constructively and drive work forward.
• Strong stakeholder management skills, with experience navigating multiple internal and external stakeholders.
• Proven ability to collaborate effectively across functions and influence without direct authority.
• Strong project management and organisational skills with the ability to manage multiple workstreams simultaneously.
• Analytical mindset with the ability to use data to identify problems, opportunities and potential solutions.
• Advanced Excel or Google Sheets skills and confidence working with large datasets. Experience with SQL or other data tools is a plus.
• Strong written and verbal communication skills.
• Self-starter mentality with a practical, solutions-oriented approach and willingness to adapt as the business evolves.