Global Community Manager: Airbnb

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Listed in Ecotourism

Company Description:
Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 34,000 cities and 190 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions.
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If you understand and thrive on community engagement and collaboration, you are the type of person we are looking for.

Airbnb is on a mission to be the most loved hospitality brand in world where all 7 billion people can “Belong Anywhere.”  As part of this vision we are creating a Community Operations team that aims to drive engagement of our community of hosts and guests, inspire them to feel more connected to the brand and find win-win situations that allow them to get more value and meaning out of their relationship with Airbnb.

We are looking for a head of community operations who will work with our CX, Hospitality, Product and fellow Global Operations team members to shape the future of our community engagement strategy. This person will manage the processes around and enablement of our community. He/she will own the community operations strategy and will manage the operational teams which execute on it both online and offline.

You will be joining an amazing team that is passionate about the journey we are on.

Key responsibilities

  • Define and execute on the overall strategy for community operations at Airbnb
  • Manage a team of online and offline community engagement specialists around the globe
  • Accountable for our global goals around engagement levels of our hosts and guests
  • Key stakeholder in defining KPIs and setting targets relative to community engagement
  • Will work closely with other groups around the company to leverage community engagement to drive other business outcomes: CX [Reduction in support tickets] Mobilization efforts [Increasing HOst Engagement for Legal petitions] and Product [Understanding what needs attention]
  • Senior leader within the Global Operations team

Key skills

  • 7+ years in a community role or environment
  • 10+ years of people management, experience leading global teams a plus
  • Has led large-scale community strategies
  • Full understanding of currently available social platforms…Jive, Lithium, Salesforce
  • Clear understanding of psychological factors that drive social engagement
  • Great communicator
  • Ability to handle multiple inputs and stay calm under pressure
  • Ability to work in a fast-paced environment

Apply here: Airbnb

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