Principal, Customer Support, Strategic Finance

Job description

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 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