Community Voice Lead
Posted on 3/28/2024
Airbnb

10,001+ employees

Online marketplace for people to list, discover, and book accommodations
Company Overview
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.
Consumer Goods

Company Stage

N/A

Total Funding

$10B

Founded

2007

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

3%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
Data Analysis
CategoriesNew
Operations & Logistics
Quality Control & Compliance
Supply Chain Management
Requirements
  • 10+ years work experience in Community Building, Strategy, Innovation, Product, or Community Policy Development
  • Extensive Voice of Customer and/or Product experience
  • Strong analytical and data acumen
  • Experience advocating for customers and getting stakeholder buy-in to listen and act on customer feedback
  • Relationship building and collaboration skills with a proven ability to motivate through influence and connection
  • Creative problem solver with the ability to identify real obstacles and viable solutions
  • Ability to lead teams indirectly including via matrix and dotted line environments
  • Experience leading innovation from ideation to implementation and scale
  • Prior experience in process management
  • Demonstrated ability to manage multiple work streams and deliverables in a fast-paced, matrixed organization structure
  • Deep connection to Airbnb’s mission and passion for creating Connection and Belonging
  • Excellent written and oral communication skills
  • Outcome-oriented, articulates the desired outcome and works collaboratively to create a path to achieve
Responsibilities
  • Operate and optimize a system for exploring and advocating signals from the Community, closing the loop with them, and elevating the right insights with senior Product/Policy stakeholders
  • Synthesize Host feedback across Community channels to determine sentiment and inform senior stakeholders on what we are hearing including plans to address
  • Support and grow Host participation and synthesis of Early access feedback
  • Partner closely with internal Airbnb teams such as Product, Policy, Research, Consumer insights, Community Support, Program Management, Finance, and other central reporting teams to ensure alignment on Host insights
  • Investigate and implement approaches to automate and streamline analytics including AI functionality
  • Partner with and oversee the day to day work of the external vendor insights team, Standing on Giants
  • Collaborate closely across Airbnb to find ways of connecting, synthesizing, and elevating Host Feedback into a more complete and consistent picture
  • Develop a centralized system to track and measure Host points of concern along the Host Journey, including ways of picking up signals from various touch points such as within Customer Service, Trust etc
  • Mobilize capability during significant Host moments such as annual launch and Host events to detect and measure insights from Hosts with regards to feedback, reactions, and future areas of opportunity
  • Develop escalation channels and a system for Community Managers and Channel Managers to escalate and resolve feedback we are receiving