[Hiring] Manager, Host Workshops @Standing on Giants

Standing on Giants is the world’s first agency for businesses that want to build a brand-owned, online community. We empower businesses to build thriving online communities that put their customers at the centre of everything they do. Born from the team that created the revolutionary community-led model at mobile disruptor giffgaff, Standing on Giants now works with leading businesses like Airbnb, Tesco Bank and Utilita, helping them launch successful communities that deliver real results. We are Khoros Kudos award-winners, recognising our work as Best-In-Class.

We are proud to be the first online community company to attain B Corp Certification, meaning we ascribe to the highest standards of environmental and social responsibility. As a company, our vision is a world where business works for the benefit of people and the planet, not just profit, powered by trusting and collaborative communities. As a result, it’s important that we take active steps towards this every day in our work. Our people are, therefore, of central importance. We have a range of employee benefits to enable you to do your job to the best of your ability and we pride ourselves on our supportive, open environment and shared efforts to keep our working practices as sustainable as possible.

Host Workshops are an important program to ensure Airbnb hosts feel treated as partners, by gathering feedback from them on important changes or trends in their local community. We are seeking a Host Workshops Program Manager to support the Airbnb Community Team to build and execute this program.

The successful candidate will focus on developing the program so it becomes an embedded part of the community engagement ecosystem and product development process. You will need to think strategically about how the program can scale across a multitude of different teams and needs, as well as run the day-to-day operations of the workshops from conception, to inviting hosts, and synthesizing insights. As a key part of the feedback loop, you will become an advocate for hosts within the company.

Workshop Management

• Work closely with the Host Feedback Lead on Airbnb’s Community Team, to ensure host input is included in important company decisions that impacts our community
• End-to-end operationalization, delivery and improvement of Host Workshops, including synthesis of feedback
• Operations of Workshops includes: reviewing intakes, scheduling meetings with stakeholders, determining the audience, sending invites, running the Workshop, analyzing data, and drafting a report
• Supporting with the execution of Host Workshops, including cross functional collaboration with key stakeholders
• Support program lead in developing and managing the delivery of intake and prioritization of Workshop topics
• Reporting on and tracking of all Workshops and presenting on status in stakeholder meetings
• Create clear and concise readouts of Workshop key points and share with stakeholders
• Collect feedback from Workshop participants on areas of improvement and desired topics, and action feedback to improve program
• Build and foster strong relationships with Airbnb’s most engaged hosts
• Create monthly and quarterly reports of Workshop metrics and top feedback
• Design and create ways to improve and increase engagement of Workshops; be a partner in strategizing the growth of Workshops

Insights reporting

• Build recurring and ad hoc insights reports
• Track and analyse community data and feedback
• Identify trends and themes and summarise them clearly and succinctly
• Provide operational data and insights support to the wider business where needed
• Development of materials/processes needed to gather topic-specific insights/feedback

Requirements

• 5 years of relevant experience in a fast-paced, collaborative environment, including supporting a team in an administrative capacity or community building
• Experienced in market research, gathering data, identifying themes and drafting reports
• Have a basic understanding of project management tools and able to lead projects from start to finish
• Have a basic understanding of event management tools and/or the ability to learn quickly
• Passion for Airbnb and the mission of the company
• Unwavering verbal communications skills in any situation. Strong written and verbal communication skills
• Be solution-oriented and adapt to projects with quick turnaround times
• Strong comprehension skills and advanced ability to quickly decipher critical from trivial information
• Exhibit strong process-oriented skills and passion for trying, learning, improving, and sharing best practices
• Demonstrate a bias for action and multi-tasking abilities
• Proven track record of being reliable, prepared, responsive, eager to learn and encouraging
• Acute attention to detail and follow through, and are very organized
• Advanced presentation skills (G Suite) and knowledge and application of meeting collaboration tools (Zoom) and current social networking systems
• Maintain enthusiasm and a level head in even the most stressful situations
• Be comfortable working independently
• Ability to exercise judgment and maintain confidentiality
• Personal integrity that reflects Airbnb’s core values and commitment to diversity and belonging

• Knowledge of multiple languages is a plus
• Experience using SQL a big plus
• Experience in relationship management or account management
• Events experience (organising, hosting or supporting)
• Experience of working in Market Research
• Familiarity with social media analytics and social listening tools
• Familiarity with NLP and/or AI models for scalable insights gathering

We are an Equal Opportunities employer, we do not discriminate against any employee or applicant because of race, colour, religion, national origin, sex, physical or mental disability, or age. We are committed to creating a diverse and inclusive working environment.

Please note that we will carry out criminal and financial background checks on successful candidates.

Due to the high number of applications, we are only able to contact successful applicants.