Driving culture and connection through technology. BizTech hosts the employees of Airbnb through reliable internal systems, innovative products and technical support that allows for empowered and inclusive progress. BizTech builds technical breakthroughs and crafts strategies that reshape what it means to belong anywhere, delivering greater value to both the business and humans of Airbnb.

Our Global Operations arm of BizTech is responsible for managing production services in the corporate environment. As a Technical Program Manager (TPM), you will play the role of the technology partner, to work with each stakeholder team to ensure Operations opportunities are recognized, planned, and executed well with a continuous improvement feedback loop. With close partnership with the Operations Service Manager, operational needs are provided by our managed services teams via shift left, automation, or process improvement work. As a TPM, you will drive strategy and planning of the services needed, and manage the expectations of deliverables from business stakeholders. 

There is also a focus on operational projects and programs, execution on automation, deployment, and operations technology improvements. A successful TPM brings experience operating a complex range of technologies in the corporate environment, has demonstrated and sustained successful delivery in Operations, has strong business analysis capabilities, and has service delivery management experience performing in a similar role with a focus on operations excellence.

In this role, your responsibilities will include: 

• Understanding stakeholder and technology requirements
• Delivering projects that are technical in nature to plan maintenance, updates, and remediation of existing production technologies and services
• Developing data driven plans to track performance, provide insights on Operations opportunities across the organization
• Developing and maintaining strategic plans, team roadmap, operations readiness plans, and regular status updates to help the Operations teams scale and support a rapidly expanding global enterprise technology footprint
• Enabling ticket relief in a scaled and efficient fashion 
• Performing continuous improvement on acknowledgement and resolution times for a better customer experience,

Preferred Qualifications

• 10+ years as a Technical Program Manager of a technical team, managing an Operations project portfolio, leading a suite of requirements gathering and implementation
• Experience managing service delivery for IT Operations
• High business acumen to understand the critical needs and priority of our Stakeholders  
• Experience in managing budget for initiatives within operations and strategic planning
• Infrastructure, network, systems, and applications knowledge 
• Experience working across timezones and managing a global team

Nice to Have:

• Experience working in a startup Operations environment
• Experience with automation, infrastructure as code, configuration management, and continuous delivery technology process
• Six Sigma and Lean Process certification, or equivalent Operations Excellence work