Manager, Knowledge Management

Airbnb

13h•Remote

About The Position

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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: Our Content & Knowledge Management (CKM) team in Community Support (CS) is growing and we want you to be part of it! CKM makes accurate and authoritative information available at scale by creating, editing, and managing metadata and support content—including the public Help Center and internal knowledge bases—used by customers, CS agents, and consuming applications. The difference you will make: This role requires candidates to be based in the United States or Canada. This role is not eligible for relocation support. As a KM manager, you are entrusted with leading a group of content professionals responsible for capturing, curating, and codifying information—standardizing and structuring it so humans and machines can consume it. The role requires fostering a culture of creativity, innovation, collaboration, and belonging, so that your team is empowered to improve quality, reduce effort, engender meaningful outcomes for core audiences, and drive measurable results for the business. You’ll combine a goal‑oriented, data‑driven mindset with deep customer and end-user focus to set standards, accelerate progress, and elevate impact. A typical day: Collaborate closely with peer managers, including those for Help Center and Taxonomy & Ontology teams, on content strategy and lifecycle, CKM tooling, information architecture, AI enablement at scale, and talent allocation and development, among other endeavors Partner cross-functionally with process design and optimization, training, quality, planning, program management, platform and product management, engineering, legal and policy, service delivery, analytics, and other teams to incubate and inform roadmaps, negotiate trade-offs, orchestrate impeccable content that supports strategic opportunities, and catalyze continuous improvement Coach, mentor, and grow a high‑performing team: set clear goals, deliver regular feedback, develop craft and leadership skills, and build succession plans Articulate the key role knowledge plays on the success of support teams, including regular leadership updates, and structure and enable the team to ensure that human and virtual agents have the information they need at the ready Oversee processes and programs that assure content accuracy, accessibility, availability, usability, and effectiveness Act as DRI for content‑related urgencies: triage requests, align stakeholders, coordinate publication of rapid guidance to agents and customers, and run retros to document improvement opportunities or best practices

Requirements

10+ years experience in content and knowledge management or related fields
4+ years of experience leading content creators, content strategists, technical writers, and/or editors with a track record of success providing coaching, feedback, and professional development opportunities to team members
Proven understanding of emerging digital and knowledge management trends, ability to provide thought leadership, and capacity to inspire innovation in these spaces
Extensive familiarity with different content management systems (ex: ContentStack), operational and project management applications (ex: Airtable, Asana, etc.), and AI solutions and tools
Familiarity with Taxonomy and Information Architecture concepts

Nice To Haves

Experience working with a customer service team and/or operations team in matrix global organizations is highly desirable
Agile training/certification/experience, including scrum, kanban, nimble, is a big plus
Travel may be required up to 10% of the time

Responsibilities

Collaborate closely with peer managers, including those for Help Center and Taxonomy & Ontology teams, on content strategy and lifecycle, CKM tooling, information architecture, AI enablement at scale, and talent allocation and development, among other endeavors
Partner cross-functionally with process design and optimization, training, quality, planning, program management, platform and product management, engineering, legal and policy, service delivery, analytics, and other teams to incubate and inform roadmaps, negotiate trade-offs, orchestrate impeccable content that supports strategic opportunities, and catalyze continuous improvement
Coach, mentor, and grow a high‑performing team: set clear goals, deliver regular feedback, develop craft and leadership skills, and build succession plans
Articulate the key role knowledge plays on the success of support teams, including regular leadership updates, and structure and enable the team to ensure that human and virtual agents have the information they need at the ready
Oversee processes and programs that assure content accuracy, accessibility, availability, usability, and effectiveness
Act as DRI for content‑related urgencies: triage requests, align stakeholders, coordinate publication of rapid guidance to agents and customers, and run retros to document improvement opportunities or best practices