Facebook pixel

Experience Research
Posted on 7/29/2022
San Francisco, CA, USA
Experience Level
Desired Skills
Customer Service
  • 5+ years industry experience, using both qualitative and quantitative research methodologies
  • 2+ years managing experience researchers
  • Experience with a wide range of qualitative research methodologies and a strong understanding of industry best practices
  • A demonstrated track record of delivering impactful insights within complex or technical problem spaces
  • Exceptional written and verbal communication skills
  • Lead research strategy across internal and external facing product experiences, ensuring that these experiences drive value for our community and meet Airbnb's high quality standards
  • Conduct and advise on qualitative and quantitative studies within Global Operations (e.g. ethnographic/field research, diary studies, surveys, concept testing, etc.)
  • Facilitate alignment among Product Managers, Designers, Writers, and partner organizations on project plans including goals, scope, and timeline
  • Collaborate closely with other leads and adjacent teams to identify new or foundational research questions, anticipating the needs of the organization and informing early decision making
  • Communicate effectively with stakeholders from across the company, including senior leadership
  • Lead, manage, coach, and mentor a team of individual contributors to deliver insights across customer and agent facing elements of our community support experience
  • Execute in a fast-paced environment with ambiguity
Desired Qualifications
  • Degree in Human-Computer Interaction, Sociology, Psychology, Anthropology, Cognitive Sciences, or equivalent practical experience.*
  • Experience conducting research in complex problem spaces such as customer service, agent tooling, enterprise solutions, or safety
  • Strong experience managing remote and globally distributed teams
  • Experience with cross-cultural products and international research

501-1,000 employees

Online marketplace for people to list, discover, and book accommodations
Company mission
Airbnb's mission is to create a world where anyone can belong anywhere and we are focused on creating an end-to-end travel platform that will handle every part of your trip. The company is building a worldwide timeshare marketplace.
  • Comprehensive health plans
  • Paid volunteer time
  • Healthy food and snacks
  • Generous parental and family leave
  • Learning and development
  • Annual travel and experiences credit
Company Values
  • Champion the Mission: We’re united with our community to create a world where anyone can belong anywhere.
  • Be a Host: We’re caring, open, and encouraging to everyone we work with.
  • Embrace the Adventure: We’re driven by curiosity, optimism, and the belief that every person can grow.
  • Be a Cereal Entrepreneur: We’re determined and creative in transforming our bold ambitions into reality.