Senior Manager, Community Blueprint

Job Description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: Airbnb is a global hospitality platform that connects travelers with unique accommodations and experiences around the world.

Our mission is to create a world where anyone can belong anywhere. Community Blueprint is a team under Global Operations that aims to improve the quality of the end-to-end customer journey and bridge team silos across product, operations, and policy. To do this, we need to be experts in the guest and Host experience and in how the product, operations, policies function together to deliver the Airbnb experience. As part of the Community Blueprint team, your role will be instrumental in driving data-driven decision-making, connecting data across product & operations, and enhancing the guest and Host experience.

The Difference You Will Make:We are seeking a highly experienced and skilled leader with deep expertise in customer journey analysis, strategic planning, and team development. As the Senior Manager, you are a leader that will be responsible for driving forward customer experience excellence, developing insights that identify user experience gaps, and growing the team’s impact on the business.

The ability to connect the dots across the end-to-end customer journey and across different teams will be critical to success. This role will also be presenting to and influencing leaders at the highest level, meaning strong communication skills will be essential. This role will be part of the Frontline Insights & Execution (FIX) team within Community Blueprint.

This is a highly cross functional team, this means you will collaborate with many different functions across all of Airbnb to drive strategic initiatives and inform decisions that will ultimately improve the guest and host experience. We are looking for a scrappy self-starter with an entrepreneurial mindset who thrives in ambiguity and can deeply understand the nuances of our rapidly evolving business and use data to make key decisions. .

A Typical Day: Lead, mentor, and develop a high-performing team, providing regular feedback, coaching, and performance evaluations. Foster a collaborative and supportive team environment that encourages growth, knowledge sharing, and innovation.

Oversee workload management, resource allocation, and project prioritization for the team. Develop and implement key performance indicators (KPIs) to measure team effectiveness and impact. Collaborate with cross-functional leaders to align with broader company goals and objectives.

Analyze quantitative and qualitative data across the end-to-end customer journey to drive business decisions. Identifying customer issues and understanding the what as well as investigating the why. Leverage LLMs/generative AI tools to enhance the effectiveness of the team.

Develop strong working relationships and collaborative partnerships with the various internal teams such as Product, Operations, Engineering, Training, Knowledge Management, Incident Management, Business Process Improvement, Partner Management, Finance, Research, and others. This is a global program, which means this role will be working with people from many different time zones and requires flexibility in the hours they’re available to take meetings. Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.

Your Expertise:An undergraduate degree with a strong preference for candidates holding an MBA or equivalent advanced degree, with 12+ years of industry experience in a General Manager, Strategy Manager, Product Insights, Product Operations or equivalent role. Proficiency in SQL, data analysis, and data visualization. Proficiency in Jira and Airtable (optional).

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