Senior Guest Community Engagement Manager (Guest Advisory Board)

Airbnb

2d•$192,000 - $240,000•Remote

About The Position

As part of the Community Engagement team, the Community Voice brings hosts and guests closer to Airbnb to shape our products and policies. The team innovates to build and run highly visible programs (e.g. the Host Advisory Boards, host workshops and panels, insights and now the Guest Advisory Board) to deepen relationships with hosts and guests by listening to and strategically elevating their needs and ideas across Airbnb. The team operates in a functional way to support the Airbnb organization across homes, experiences, services by working closely with other functional teams Product, Design, Policy, Marketing, Business and In-House teams. This is a highly visible, foundational role responsible focused on execution across: Guest Community Programs — Lead and operate Airbnb's guest-facing Community Voice programs end-to-end, from strategy through day-to-day execution — including standing up and growing our first guest advisory group. This work sits at the intersection of community building, program management and insights, and requires someone who thrives in execution and is comfortable developing strategy for brand-new programs. Guest Community Engagement — Grow and engage Airbnb's emerging guest community through global workshops, insight sessions and pilots that test new approaches, partnering with cross-functional teams (including Product, Business, Policy, Marketing, Design, Research and PR/Comms) to scope, execute and evaluate them. The role reports to the Director, Community Voice.

Requirements

10+ years of experience in community engagement, program management or research, with a track record of building strong relationships with customers or community members.
Demonstrated expertise in building a program from the ground up, including designing strategy, securing stakeholder buy-in and building execution processes designed to scale over time.
Proven ability to influence and work cross-functionally with Product, Design, Policy, Research and Marketing teams — including shaping strategy and running pilots, not just gathering feedback.
Skilled at synthesizing complex, qualitative feedback into clear, high-level insights and executive-ready reporting.
Self-starter, comfortable with ambiguity, able to work independently while proactively addressing challenges in a new program.
Excellent verbal and written communication skills, with the ability to build trust with a small, high-touch group of external members as well as senior internal stakeholders.
Passion for Airbnb's guest and travel community, and for connecting what you hear from guests to internal stakeholders and decision-making.

Responsibilities

Own end-to-end program delivery including selection and vetting, onboarding and offboarding, feedback sessions, engagement channels, events and the recognition and compensation strategy for members.
Own operations with Legal including NDAs, participation agreements and renewals to maintain program integrity.
Build and own direct one-to-one relationships with Board members, acting as their primary point of contact and monitoring sentiment and engagement to sustain a highly trusted group over time.
Synthesize Board feedback into clear, actionable readouts for senior stakeholders across Product, Policy, Marketing, Design, Partnerships and Research, and represent the Board's voice internally.
Develop playbooks that evolve as we learn for the execution of the program, how to uplevel and increase influence across Airbnb.
Own the feedback session pipeline in partnership with Product, Policy, Marketing and Business, scheduling and prioritizing topics most relevant to company roadmap.
Own community escalations end to end. Track them to resolution and close the loop with the member — and flag anything that signals a broader product or policy issue.
Direct the central Voice ops team on day-to-day coordination, member support and logistics.
Plan and deliver global and local guest workshops, partnering with regional teams to source participants, facilitate sessions and produce readouts for internal stakeholders.
Support the execution of pilots that test new approaches to guest community partnering with cross-functional teams to scope, resource, execute, report and evaluate them.
Absorb and triage inbound guest-community requests from the Business, Marketing and Product orgs, to determine what requires Community Voice input and how we can execute.
Collaborate internally, including with Research and Marketing, to capture and align insights that inform future company initiatives or direction.
Act as point person for Community Voice on guest-facing engagements, such as company moments, launches and executive roundtables.