Community Voice Lead

United States

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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: 

Every day, millions of Airbnb hosts around the world create comfortable, reliable and welcoming stays and Experiences for our guests. Hosting on Airbnb offers a unique way to meet our Hosts’ financial goals but the rewards for opening their home or sharing a passion go beyond their bank account. Hosting also offers the opportunity to impact their local community, share their culture and connect with people they wouldn’t have met otherwise.

Our Community team exists to bring a wider array of diverse Hosts into the Airbnb Community, support their success, earn their trust, and ensure their safety and security. Airbnb aspires to lead the travel industry with an entirely new form of community-powered travel, where creatively-led design is at the core of our offering.

The Difference You Will Make:

The Airbnb Community Voice team's mission is to build Community so that Hosts feel treated as partners. A key part of that is to ensure our Hosts are heard and that they understand our products and how they benefit them. We aim to draw inspiration from Hosts, to better understand their needs, and to build products Hosts will love. 

This role is critical in that mission by actively listening to our Host community through our various community channels (for example Host Clubs, Community Centre, Host Advisory Board etc) and advocating for them across Airbnb’s product, policy and global operations teams. It also partners closely with Host Communications and  Host Development to elevate what we are hearing. 

This role is responsible for 3 key areas 

  • Host Feedback: Operate and optimize a system for exploring and advocating signals from our Community, closing the loop with them and elevating the right insights with senior Product/Policy stakeholders. 
  • Host Sentiment: Synthesize Host feedback across Community channels to determine sentiment (with a focus on launches or other major changes) and inform senior stakeholders on what we are hearing including plans to address 
  • Early Access: Support and grow Host participation and synthesis of Early access feedback.

This role is unique in that it directly interacts with Hosts and connects their feedback to senior internal stakeholders. It requires a rich understanding of Airbnb’s marketplace, a passion for our Hosting Community, and the ability to simplify a significant amount of information for a senior audience within Airbnb. 

This role also requires a highly consultative and collaborative approach in working closely with a broad set of stakeholders to advance how we utilize signals we hear from Hosts globally. The ideal candidate has excellent research, product, insights, or Community experience. 

In this role, you will work closely with and report to the Director, Community Voice.

A Typical Day: 

  • Run and optimize a system that synthesizes Host conversations into digestible insights and actionable items for Product and Policy stakeholders.
  • 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 our 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, such as Airbnb Community Support, Research, Insights.
  • 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.

Your Expertise:

This is a unique role, we are looking for a variety of candidates that have a mix of experience. We encourage you to apply if you have related experience, for example; 

  • 10+ years work experience, particularly in Community Building, Strategy, Innovation, Product, Community Policy Development . 
  • Extensive Voice of Customer and or Product experience is essential.
  • 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. Able 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 process management - Experience with designing, implementing, and improving effective and efficient work processes.
  • 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.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

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, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

Pay Range
$150,000$190,000 USD