Airbnb Community Voice Lead 

United States 

856585975

The Difference You Will Make:

This role is responsible for 3 key areas

• Host Feedback: Operate and optimize a system for exploring and advocating signals from our Community, closing the loop with them and elevating the right insights with senior Product/Policy stakeholders.
• Host Sentiment: Synthesize Host feedback across Community channels to determine sentiment (with a focus on launches or other major changes) and inform senior stakeholders on what we are hearing including plans to address
• Early Access: Support and grow Host participation and synthesis of Early access feedback.

In this role, you will work closely with and report to the Director, Community Voice.

A Typical Day:

• Run and optimize a system that synthesizes Host conversations into digestible insights and actionable items for Product and Policy stakeholders.
• Partner closely with internal Airbnb teams such as Product, Policy, Research, Consumer insights, Community Support, Program Management, Finance, and other central reporting teams, to ensure alignment on Host insights.
• Investigate and implement approaches to automate and streamline analytics including AI functionality.
• Partner with and oversee the day to day work of our external vendor insights team, Standing on Giants.
• Collaborate closely across Airbnb to find ways of connecting, synthesizing, and elevating Host Feedback into a more complete and consistent picture, such as Airbnb Community Support, Research, Insights.
• Develop a centralized system to track and measure Host points of concern along the Host Journey, including ways of picking up signals from various touch points such as within Customer Service, Trust etc.
• Mobilize capability during significant Host moments such as annual launch and 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.

Your Expertise:

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;

• 10+ years work experience, particularly in Community Building, Strategy, Innovation, Product, Community Policy Development .
• ExtensiveVoice of Customerand or Product experience is essential.
• Strong analytical and data acumen.
• Experience advocating for customers and getting stakeholder buy-in to listen and act on customer feedback.
• Relationship building and collaboration skills with a proven ability 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.
• 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 fast-paced, matrixed organization structure.
• Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
• Excellent written and oral communication skills.
• Outcome-oriented, articulates the desired outcome and works collaboratively to create a path to achieve.