Senior Guest Community Engagement Manager (Guest Advisory Board)
Job Description
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
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.
The Difference You Will Make
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.
A Typical Day
Guest Advisory Board Program
• 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.
Guest Community Engagement
• 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.
Your Expertise
• 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.
Your Location:
This position is US - Remote Eligible but requires PST working hours. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
Equal Employment Opportunity:
Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range$192,000—$240,000 USD
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.
Requirements
Department: Community