Content Creator, Agent Comms

The Community You Will Join:

Our Content & Knowledge Management Team is growing and we want you to be part of it! The Agent Comms team will centralize and streamline efforts to broadcast messages for support agents to learn about critical and urgent changes, such as product or feature launches, major workflow redesigns, natural disasters, outages, and more, through current and future iterations of existing agent-facing tools.

The Difference You Will Make:

As a Content Creator, Agent Comms, you are entrusted with shaping the strategic direction of agent communications, leveraging cross-functional relationships and advanced insights to enhance the effectiveness of messaging in concert with a knowledge strategist. This role ensures alignment and coordination among upstream and downstream stakeholders to create impactful updates for agents.

A Typical Day: 

• Evaluate incoming requests from upstream and downstream stakeholders to determine communication priorities and action plans.
• Maintain and update the editorial calendar to plan and schedule agent communications.
• Collaborate with adjacent teams like Training, Knowledge Management, PMO, and Delivery to align communication strategies.
• Work with strategists and content creators to ensure the team is generating clear, concise, and actionable content that informs agents about urgent changes.
• Analyze agent communication metrics and feedback to identify improvements for better audience impact.
• Foster relationships with downstream stakeholders, such as Delivery and Quality, to understand agents’ needs and operational challenges.
• Serve as an intermediary to deliver urgent communication updates on workflow changes and emergency situations.
• Work closely with the Knowledge Strategist to inform the roadmaps for the agent comms team as well as those of partner teams developing agent tooling.

Your Expertise: 

• Required Qualifications: Bachelor’s degree in Communication, Information Architecture, Learning/Education, Business Administration, or a related field; 5+ years of relevant experience in strategic communication or stakeholder engagement.
• Preferred Qualifications: Demonstrated experience in strategic planning, project management and tool development in a support or communications context.
• Core Skills: Advanced strategic thinking, cross-functional leadership, data-driven decision-making; proficiency in communication technology systems.
• Travel Requirements: Minimal travel, primarily for strategic planning and leadership forums.
• Personality Traits: Visionary, analytical, collaborative, leadership-oriented, and adaptable.

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.

Offices: United States