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Opportunity: Airbnb Senior Lead, Global Community Center Owner

About Airbnb
Airbnb’s mission is to create a world where anyone can belong anywhere and we are focused on creating an end-to-end travel platform that will handle every part of your trip.

Founded in 2008, we are a global travel community that offers magical travel opportunities, including where you stay, what you do and the people you meet. Airbnb uniquely leverages technology to economically empower millions of people around the world to unlock and monetize their spaces, passions and talents to become hospitality entrepreneurs. Airbnb’s accommodation marketplace offers access to millions of places to stay in more than 191 countries, from apartments and villas to castles, treehouses and B&Bs. With Airbnb Experiences, people can see a different side to a destination through unique, handcrafted activities run by locals. All of this is brought together in one easy-to-use and beautifully designed website and app.

About Airbnb Hosting

Every day, millions of Airbnb hosts around the world create comfortable, reliable and welcoming stays and Experiences for our guests. Hosting on Airbnb offers a unique way to meet our Hosts’ financial goals but the rewards for opening their home or sharing a passion go beyond their bank account. Hosting also offers the opportunity to impact their local community, share their culture and connect with people they wouldn’t have met otherwise.

Our Hosting organization exists to bring a wider array of diverse Hosts into the Airbnb Community, support their success, earn their trust, and ensure their safety and security.  As the world emerges from the COVID-19 pandemic, Airbnb aspires to lead the travel industry with an entirely new form of community-powered travel, where creatively-led design is at the core of our offering.  We know that our global community of hosts is one of Airbnb’s most precious assets and we are very intentional on how we nurture the common identity of being an Airbnb Host.

About the role 

This role reports to the Director Community Impact. The Manager Community Center is charged with owning and advancing the role and capability of Airbnb Community Center. 

The successful candidate will be able to work across various time horizons (spanning short term operations, medium term innovation and longer term vision) with the intent of  creating a highly engaged, connected and impactful  platform that supports our Hosts. 

The role will focus on 3 areas;

  • Long Term - Overall Community Center Strategy and Vision 
  • Medium Term -  Uncover opportunities to better connect the Community Center with Airbnb and its Hosts 
  • Short Term - Oversight of operations and excellence via the management of Community Managers and Technology partners to develop best in class platform  

This role requires a highly consultative and collaborative approach in working closely with a broad set of stakeholders both within Community, Hosting and Airbnb. 

Responsibilities

 

 

  • Overall Community Center Strategy and Vision
    • Develop long term vision and strategy for the Community Center, including co-development projects with Hosts
    • Obtain and maintain buy in from senior stakeholders across Airbnb
    • Set strategic objectives for the Community Center in line with key business priorities and metrics
    • Identify measurements of the business value generated by the Community Center
    • Unlock internal resources in order to meet strategic objectives 
    • Develop and drive the technology platform roadmap, including scoping and prioritizing product enhancements and new features 
    • Unlock ways to increase positive Community engagement on the platform 
    • Develop understanding of who is engaging in the CC and how we can continue to expand 1) audience, 2) value to the audience
    • Partner with Host Communications on content creation and updates for Hosts
    • Grow traffic, engagement and sentiment on the Community center 

 

  • Integration of the Community Center across critical Airbnb business functions
    • Implement the strategy and support the operations of the Community Center, working cross-functionally with Marketing, Comms, Product, Customer Support, and other stakeholders
    • Be a voice for our Community Center Hosts and advocate for them internally 
    • Build on the foundations for senior leaders to engage in the Community Center
    • Identify data needs and secure data support to meet Community Center objectives
    • Update senior management and internal stakeholders on Community Center performance 
    • Ensure that community is promoted & signposted well (and maintained)
    • Monitor escalations, enhance workflows including CS support between the Community Center and internal teams 
    • Enhance existing Community Center feedback process and ensure compatibility and connection to other Host Feedback processes

 

  • Oversight of operations of the Community Center team and technology partners to further increase the value delivered to Hosts and the business
  • Manage partnership with our vendor partners, who run the Community Center operations, including moderation, engagement and reporting
  • Support the Community Management team to achieve KPIs including traffic, engagement and sentiment measures in order to deliver value both to the business and to the Hosts
  • Manage our platform provider, Khoros, who build features and run the infrastructure of the Community Center with dedicated vendor staff (Project Manager, Designer, Engineer, IT support)
  • Assess impact and resources of platform roadmap, work with technology partners and stakeholders to launch and improve efficiencies
  • Manage the process to monitor and fix bugs between vendors and the Airbnb engineering team

Qualifications:

  • Strong leader with 10+ years of work experience, particularly in Community, Forum Management
  • Experience building out engagement strategies and execution 
  • Experience managing suppliers and technology providers 
  • Strong relationship and collaboration skills with a proven preference to motivate through influence and connection 
  • Experience leading innovation from ideation to implementation and scale 
  • Track record of leading large scale, high impact, cross-functional efforts and drive projects from ideation to strategy and implementation at the Executive level
  • Experience working in global, multi-language environment
  • Prior experience process management; Experience with designing, implementing, and improving effective and efficient work processes
  • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure
  • Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
  • Strong analytical, data, and troubleshooting skills.
  • Excellent written and oral communication skills.
  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve

https://careers.airbnb.com/positions/4018602/

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