Senior Manager, Content & Knowledge Architecture
About The Position
The Senior Manager, Content & Knowledge Architecture will help establish and evolve content engineering within Airbnb’s Content & Knowledge Management (CKM) organization. The role designs and manages content so it is strategic, scalable, reusable across surfaces, and efficiently maintained rather than handled as disconnected articles or content chunks. The position owns CKM inputs and influences infrastructure for an information layer serving customers, customer support agents, and product applications, including AI chatbots. It shapes how knowledge is created, updated, architected, organized, stored, retrieved, and surfaced, and coordinates CKM work with product launches and other business needs. The role leads teams responsible for taxonomy and ontology, content tooling and AI-focused optimization, and content operations planning. It sets direction, clarifies ownership, allocates resources, and develops managers and senior team members. The successful candidate brings together content, metadata, measurement and authoring systems, and consuming applications as a connected system, while building strategic relationships across Product, Engineering, Analytics, Design, and other functions. The position must be based in California, Washington, or Oregon. The role may be eligible for a bonus, equity, benefits, and Employee Travel Credits. The stated base pay range is $196,000–$245,000 USD.
Requirements
- 12+ years of progressive experience in content strategy, content operations, or knowledge management, including substantial experience with content systems, taxonomy, and/or information architecture at scale.
- 5+ years managing managers, with a track record of developing high-performing, distributed teams and steering them toward a shared strategy and standard.
- Hands-on experience owning talent decisions, including hiring, performance management, calibration, and succession planning.
- Advanced degree in a relevant discipline, such as Computer Science, Information Science, or Technical Writing, or equivalent practical experience.
- Deep expertise in content strategy, knowledge management, and information architecture, with demonstrated understanding of AI/ML applications in content operations.
- Expert knowledge of content management systems and authoring tooling, and practical experience with AI-powered content optimization.
- Ability to partner directly with engineers on system architecture, data structures, and retrieval mechanics; deep technical fluency is essential.
- Collaborative, solution-oriented approach and ability to execute at scale across distinct disciplines.
- Highly developed executive presence and ability to build and present business cases to VP- and C-level stakeholders.
- Ability to steer multiple related teams and their leaders, remove ambiguity for people executing the work, and raise the capability of an already-strong team.
- Proven ability to hire, develop, and retain senior talent; coach leaders through growth and difficult conversations; and build an inclusive team where people feel they belong.
- Ability to join an established team and lead it through change by earning trust, respecting existing expertise, and aligning leaders around shared goals.
- Must be based in California, Washington, or Oregon.
Nice To Haves
- Experience in customer support, contact center operations, or a similar global service organization.
Responsibilities
- Define and champion the evolving discipline of content engineering within CKM, establishing standards for how knowledge is structured, stored, and delivered across surfaces and applications.
- Own the roadmap for metadata, taxonomy, and information architecture that determines how content is organized, discovered, and reused.
- Partner with Product and Engineering to define and prioritize tooling investment that improves content quality, efficiency, and innovation.
- Establish governance frameworks that embed standards and quality checks into content creation, review, and publishing workflows.
- Define metrics and reporting that give leadership visibility into content health, coverage, performance, and authoring efficiency.
- Coordinate across functions to keep CKM content aligned with product launches and other business needs.
- Lead and develop managers and senior team members by setting goals, providing candid feedback, and holding them accountable for results.
- Own talent decisions, including hiring, calibration, promotion, and succession planning, and apply clear leveling criteria.
- Define roles and ownership across taxonomy and ontology, tooling and AI-focused optimization, and content operations planning.
- Set priorities and allocate resources and capacity across the group’s programs and roadmap.
- Coach managers on team design and career development, support senior team members’ growth, and sponsor diverse talent while modeling Airbnb’s belonging behaviors.
- Build strategic relationships with senior leaders across Product, Engineering, Analytics, Design, and other functions.
- Champion technical and data fluency, editorial and operational excellence, and continuous improvement across the team.
Benefits
- The role may be eligible for a bonus, equity, benefits, and Employee Travel Credits.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
