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Opportunity: Airbnb Senior Manager, Global Community Voice

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 

The Airbnb Community Impact team is looking for an experienced leader to unlock the power of building a consistent view of Host Feedback and working to make that feedback available throughout various solution life cycles across Airbnb. This role will be critical in orchestrating sound feedback loops from when we hear feedback from Hosts across various channels, to how we solve them and then close the loop to drive engagement and improve sentiment. 

The role will require someone who understands and advocates that Community members (specifically Hosts) have a rich understanding of our platform and can assist our teams better understand their needs, and pain points. With this information our teams can better prioritize their roadmaps and how to create a better experience along the Hosting lifecycle 

This role requires a highly consultative and collaborative approach in working closely with a broad set of stakeholders to advance how we utilize signals we hear from Hosts globally. The ideal candidate has excellent research, product, insights or Community experience 

In this role, you will work closely with and report to the Director Community Impact to achieve the following:

Responsibilities

Synthesize Host Feedback across multiple feedback channels 

  • Partner closely with Feedback channel owners (for example Community Managers, Club Owners, Host Advisory Board, Workshops, Community Center) to create a system that synthesizes Host feedback into digestible insights and actionable items. 
  • Collaborate closely across Airbnb to find ways of connecting, synthesizing and elevating Host Feedback into a more complete and consistent picture. For example with the Airbnb Fix, Research, Insights
  • Develop a centralized system to track and measure Host Pain points along the Host Journey including ways of picking up signals from various touch points including within Customer Service, Trust etc 
  • Mobilize capability during significant Host moments  such as annual launch, Host events to detect and measure insights from Hosts with regards to feedback, reactions and future areas of opportunity.  
  • Develop escalation channels and a system for Community Managers and Channel Managers to escalate and resolve feedback we are receiving. 

Unlock opportunities for Solution Co-Development across Airbnb 

  • Lead from development to execution the strategy to scale Co-Development across Airbnb including with and emphasis on Product but also Policy and Operations leadership
  • Find ways to deeply embed Hosts throughout the end to end lifecycle from strategy, development, and go-to-market.  Partner most closely with early adopters in Product to prove value and build a scalable system.
  • Work to embed Host feedback into solution life cycles across Airbnb. For example, embed feedback from the Host Advisory Board, Workshops, Clubs and or the Community Centre into Product, Commercial, Policy, Trust andCustomer Support strategies and roadmaps. 
  • Prioritize inbound requests of Community team for Feedback Sessions and work with requesting teams on the best approach to gather feedback
    Ensure a global perspectives with a strong diverse voice is captured and  embedded in the process 
  • Drive strong alignment with stakeholders groups (for example Legal, Comms etc)  to ensure adequate oversight and engagement 
  • Partner with Host Communications to build strong Host narratives and feedback loops including in how we play back to Hosts progress on feedback we have received 
  • Develop a close working relationship and be the point of contact with other teams such as Research, Insights and FIX team with the intent of building and improving a solid operating system that ensures consistent and transparent information exchange between teams 

Qualifications

  • This is a unique role, we are looking for a variety of candidates that have a mix of experience. We encourage you to apply if you have related experience, for example; 
  • Strong leader with 10-12 years work experience, particularly in Community Building, Strategy, Innovation, Product, Community Policy Development . 
  • Extensive Voice of Customer and or Product experience is essential
  • Ideal candidate has strong  experience advocating for customers  and getting stakeholder buy in to listen  and act on Customer feedback
  • Strong analytical, data, and troubleshooting skills.
  • Strong relationship and collaboration skills with a proven preference to motivate through influence and connection 
  • Creative problem solver. Able to identify real obstacles and viable solutions.
  • Ability to lead teams indirectly including via matrix and dotted line environments 
  • 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
  • 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
  • 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/4018786/

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