[Hiring] Senior Guest Community Engagement Manager @Airbnb

Role Description

As part of the Community Engagement team, the Community Voice brings hosts and guests closer to Airbnb to shape our products and policies. The team innovates to build and run highly visible programs to deepen relationships with hosts and guests by listening to and strategically elevating their needs and ideas across Airbnb.

This is a highly visible, foundational role responsible focused on execution across:

• Guest Community Programs: Lead and operate Airbnb's guest-facing Community Voice programs end-to-end, from strategy through day-to-day execution.
• Guest Community Engagement: Grow and engage Airbnb's emerging guest community through global workshops, insight sessions, and pilots.

The role reports to the Director, Community Voice.

A Typical Day

• Guest Advisory Board Program:
  • Own end-to-end program delivery including selection and vetting, onboarding and offboarding, feedback sessions, engagement channels, events, and the recognition and compensation strategy for members.
  • Own operations with Legal including NDAs, participation agreements, and renewals to maintain program integrity.
  • Build and own direct one-to-one relationships with Board members, acting as their primary point of contact.
  • Synthesize Board feedback into clear, actionable readouts for senior stakeholders.
  • Develop playbooks that evolve as we learn for the execution of the program.
  • Own the feedback session pipeline in partnership with Product, Policy, Marketing, and Business.
  • Own community escalations end to end, tracking them to resolution.
  • Direct the central Voice ops team on day-to-day coordination, member support, and logistics.
• Guest Community Engagement:
  • Plan and deliver global and local guest workshops, partnering with regional teams.
  • Support the execution of pilots that test new approaches to guest community.
  • Absorb and triage inbound guest-community requests from the Business, Marketing, and Product orgs.
  • Collaborate internally to capture and align insights that inform future company initiatives.
  • Act as point person for Community Voice on guest-facing engagements.

Qualifications

• 10+ years of experience in community engagement, program management, or research.
• Demonstrated expertise in building a program from the ground up.
• Proven ability to influence and work cross-functionally with various teams.
• Skilled at synthesizing complex, qualitative feedback into clear insights.
• Self-starter, comfortable with ambiguity, able to work independently.
• Excellent verbal and written communication skills.
• Passion for Airbnb's guest and travel community.

Location

This position is US - Remote Eligible but requires PST working hours. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement.

Equal Employment Opportunity

Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors.

• Pay Range: $192,000 — $240,000 USD