Principal, Customer Support, Strategic Finance

The Difference You Will Make:

We are looking for a thoughtful, analytically rigorous, and strategically minded finance professional to partner with our Community Support Product and Experience team. This is a unique opportunity to sit at the intersection of finance, strategy, product and operations, evaluating the impact of what we build, shaping how we invest in the Airbnb customer experience, and ensuring Community Support initiatives are connected to Airbnb's broader company priorities.

You will be a trusted advisor to Community Support leadership and a key voice in cross-functional conversations across CS Product, Engineering, Finance, and Operations. This is a high-visibility, highly analytical role working on some of the most consequential technology and investment decisions at Airbnb.

A Typical Day: 

• Build and refine frameworks to measure ROI and cost-effectiveness of technology built or deployed within CS, surfacing where investments are working and where spend should be reallocated.
• Develop financial and strategic analyses to evaluate various support models, AI impact, and unit economics, sizing cost, retention, and contribution margin impact. 
• Own and maintain CS Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking — monitoring software usage, budget vs. actuals, and contract terms including MSAs to identify risks and opportunities
• Own and continuously refine financial models for budgeting, monthly forecasting, long-range planning, and scenario analysis for the Community Support Product and Experience team.
• Provide financial analysis and deal support for negotiations with Tech vendors to secure optimal pricing  and contract terms
• Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking.
• Monitor Customer Support industry trends and emerging technologies including AI in customer service to identify risks and opportunities proactively.

Your Expertise:

• 10+ years of relevant experience in strategic finance, investment banking, management consulting, or a technically rigorous strategy role, ideally with meaningful exposure to customer support, technology-driven operations, or product organizations.
• You possess grit, take ownership, and bring the right attitude and mindset. Resilient under pressure, coachable, and able to prioritize and deliver in a fast-paced environment.
• Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders.
• Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis. You are comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data.
• Track record of thriving in ambiguous environments and delivering actionable, business-impacting recommendations.
• Familiarity with SQL or willingness to learn. You can independently extract, manipulate, and analyze large datasets and develop strategic narratives appropriate for an executive audience.

Preferred Qualifications

• Familiarity with data visualization software is a plus
• Familiarity with program economics or tiered service models is a plus
• Experience at a scaled marketplace, platform, or technology company with a global CS operation is a plus

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