Airbnb operates a global travel marketplace that helps guests find and book accommodations from private rooms and apartments to entire homes and boutique hotels. Its platform also features locally hosted experiences, connecting travelers with activities beyond their lodging. The company works across travel, logistics, and eCommerce, supporting the technology and operations behind stays and experiences worldwide.
Senior Guest Community Engagement Manager, Guest Advisory Board - Airbnb
Lead Airbnb’s Guest Advisory Board and global Community Voice programs. Turn guest perspectives into actionable input for product, policy, marketing, and business decisions.
Description
- Own Airbnb’s guest-facing Community Voice programs from strategy through delivery
- Launch and scale the company’s first guest advisory group
- Create strategies and deliver new community programs
- Expand and engage Airbnb’s guest community through global workshops, insight sessions, and pilot programs
- Oversee advisory board selection, vetting, onboarding, offboarding, feedback sessions, engagement channels, events, recognition, and compensation planning
- Handle legal operations, including NDAs, participation agreements, and renewals
- Build relationships with advisory board members while tracking sentiment and engagement
- Convert board feedback into actionable briefings for senior stakeholders
- Create scalable playbooks for program execution
- Coordinate the feedback-session pipeline with Product, Policy, Marketing, and Business teams
- Address community escalations and surface broader product or policy concerns
- Lead the central Voice operations team’s coordination, member support, and logistics
- Organize and deliver global and local guest workshops
- Support guest-community pilots and assess their outcomes
- Review and route incoming guest-community requests from Business, Marketing, and Product
- Partner with Research and Marketing to connect insights with company initiatives
- Act as the Community Voice lead for guest-facing engagements, company moments, launches, and executive roundtables
- Report to the Director of Community Voice
Requirements
- At least 10 years of experience in community engagement, program management, or research
- A demonstrated record of building strong relationships with customers or community members
- Expertise launching programs from the ground up, including strategy, stakeholder alignment, and scalable execution processes
- Ability to influence and collaborate across Product, Design, Policy, Research, and Marketing
- Experience developing strategy and managing pilot programs
- Ability to distill complex qualitative feedback into clear insights and executive-ready reports
- Ability to work independently and proactively solve challenges in a new program
- Excellent written and verbal communication skills
- Ability to earn trust with external members and senior internal stakeholders
- Strong interest in Airbnb’s guest and travel community
- Residence in a state where Airbnb, Inc. has a registered entity
- Availability to work Pacific Time hours
Benefits
- Eligibility for a bonus
- Eligibility for equity
- Benefits package
- Employee travel credits
- Remote-eligible work arrangement
- Occasional office work or offsite attendance as agreed with the manager
- Reasonable accommodations during the recruitment process