Supervisor, Luxe Operations

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

The Airbnb ACC Enterprise Ops team is a dynamic business unit dedicated to delivering safe, quality stays and exceptional experiences for travelers worldwide. It helps increase supply effectiveness, utilization, and impact using people-powered operations.

The Difference You Will Make:

The Supervisor – Luxe Operations is responsible for leading a team of Luxe Operations Specialists to deliver a consistently high standard of service across the Luxe host lifecycle. This role blends people leadership, operational oversight, and stakeholder partnership to ensure that both host experience and business outcomes meet the expectations of a premium segment. The supervisor acts as a coach, decision-maker, and escalation point, while also contributing to process improvement and strategic initiatives.

A Typical Day:

Operational Execution & Business Ownership

Oversee the end-to-end Luxe host journey - from onboarding to offboarding.

Ensure consistent application of Luxe quality standards across property evaluations, listing audits, and amenity assessments.

Act as the primary escalation point for complex or sensitive host situations, including quality concerns, enforcement actions, and appeals.

Review and approve high-impact decisions such as listing suspensions, removals, or significant goodwill gestures.

Maintain strong oversight of daily workflows, ensuring effective prioritisation, SLA adherence, and accurate execution of SOPs..

Team Leadership & Development

Lead, coach, and develop a team of Specialists/Senior Specialists, ensuring performance goals are consistently met at both individual and team levels.

Conduct regular 1:1s to set expectations, provide actionable feedback, and drive personalised development plans.

Monitor core KPIs (onboarding time, quality scores, productivity) and address performance gaps through structured coaching.

Identify and nurture high-potential talent through stretch opportunities, project ownership, and succession planning.

Foster a culture of luxury service excellence, with a strong emphasis on attention to detail, curiosity, and host-centric thinking.

Facilitate team huddles, calibrations, and knowledge-sharing sessions to keep the team aligned and continuously improving.

Planning, Scheduling & Resource Management

Manage team scheduling, capacity planning, and coverage to meet service levels across time zones and demand cycles.

Use performance and volume data to inform staffing decisions, workload distribution, and prioritisation.

Process Excellence & Continuous Improvement

Identify operational inefficiencies, tooling