Manager, Content and Knowledge Management Product Operations

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Airbnb

Posted:

August 3, 2023

Remote

Job Commitment

Full-time

Experience Level

Manager

Workplace Type

Remote

Job Function

Product

This job is closed

We regret to inform you that the job you were interested in has now been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.

About the position

The job overview for the Manager, Content and Knowledge Management Product Operations role at Airbnb is to lead a team in developing and implementing content and knowledge management strategies to enhance the digital support experience for customers. The manager will be responsible for optimizing knowledge bases, utilizing AI tools, and streamlining content production processes. They will also collaborate with cross-functional teams to ensure consistent brand messaging and improve the end-user experience. The ideal candidate should have a passion for customer satisfaction, talent development, and driving clear business outcomes in a fast-paced environment.

Responsibilities

Lead a team of writers and knowledge editors, fostering a culture of creativity, collaboration, and innovation
Work cross-functionally with various teams to orchestrate content for company-wide releases
Partner with experts in AI and model development to create innovative products and features
Leverage AI to create and deliver resonant content
Implement AI programs to improve team efficiency and customer value
Collaborate with cross-functional teams to align content with business goals, brand voice, and user needs
Evolve knowledge strategy in partnership with Community Support leadership and XFN partners
Collaborate with Product and Engineering teams for optimal content delivery solutions
Define and develop standards for digital content and its operationalization
Drive voice and tone standards documentation in collaboration with the writing community
Establish processes and mechanisms for planning, creating, delivering, and governing high-quality content
Contribute to content and knowledge governance and lifecycle management activities, including resource allocation and utilization of writing resources

Requirements

10+ years experience in content and knowledge management or related fields
4+ years of experience leading a team of content authors and/or technical writers
Track record of success providing coaching, feedback, and professional development opportunities to team members
Deep subject matter expertise in applying content and knowledge management strategy and operations
Experience in transforming digital support experiences and utilizing AI tools
Passion for improving the end-user experience through quality content
Experience in managing content writers and knowledge/technical writers
Ability to drive the correct message in line with a brand's voice and tone
Comfortable with ambiguity and fast-paced environments
Expertise in content and knowledge development
Ability to respond rapidly and effectively to changing priorities
Strong collaboration and communication skills
Familiarity with AI programs and their implementation
Knowledge of digital content standards and governance
Strong leadership and team management skills

Benefits

Competitive salary range of $155,000-$195,000 USD
Opportunity to work remotely in the US
Occasional work at an Airbnb office or attendance at offsites
Inclusion and belonging commitment
Disability inclusive application and interview process
Bonus, equity, benefits, and Employee Travel Credits eligibility
Opportunity to work with a diverse talent pool
Opportunity to foster innovation and engagement
Development of best products, services, and solutions
Training, coaching, feedback, and professional development opportunities
Access to AI solutions and tools
Collaboration with cross-functional teams
Agile training/certification/experience
Familiarity with different content management systems and operational/project management systems
Familiarity with Taxonomy and Information Architecture
Opportunity to contribute to content and knowledge governance and lifecycle management activities
Opportunity to work in a fast-paced environment
Opportunity to work with a global community
Opportunity to make a difference in the travel industry
Opportunity to connect with communities in a more authentic way