Learning Tools Manager

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: 

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At Airbnb, great support starts with great learning. The Community Support Training team builds the knowledge, skills, and experiences that empower our support workforce to show up for hosts and guests every day. As our Learning Tools Manager, you will own the learning technology stack that makes that learning possible (and the team that oversees it) — from our Learning Management System (LMS) to the simulation, authoring, and design tools that bring training to life.

The Difference You Will Make:

• This is a high-impact, high-visibility role at a pivotal moment: we are embarking on an LMS transition over the next year, and you will lead that effort end-to-end. You will work at the intersection of learning strategy, product management, and enterprise technology — partnering closely with data & analytics, engineering, and sourcing & contracts teams to ensure Training’s tools are scalable, measurable, and beloved by learners.

A Typical Day: 

LMS Ownership & Transition

• Serve as the primary administrator and strategic owner of Airbnb's Community Support Organization's LMS, managing configuration, permissions, integrations, and content architecture.

• Lead the end-to-end LMS transition project — from requirements gathering and vendor evaluation through procurement, implementation, data migration, and change management.

• Define success metrics for the new platform and establish governance frameworks to maintain system health, data quality, and a high-quality learner experience long-term.

• Partner with engineering and IT to manage SSO, API integrations, and platform connectors across the broader HR/ops tech ecosystem.

Learning Tools Ecosystem

• Own the roadmap and day-to-day management of simulation tools (e.g., Zenerate or equivalent), authoring tools (e.g., Articulate or equivalent), design tools, and learner-facing platforms.

• Serve as the primary administrator and strategic owner of Airbnb's Community Support Organization's TMS, supporting in operations & reporting needs. 

• Evaluate, pilot, and recommend new learning technologies that align with departmental and company-wide goals and support team efficiency and learner engagement.

• Build scalable processes for tool onboarding, training, and adoption across the Training team.

• Maintain a current understanding of the experiential and enterprise learning landscape to ensure Airbnb's stack remains competitive and fit-for-purpose and drive cost efficiencies. 

Cross-Functional Stakeholder Partnership

• Collaborate with data & analytics teams to design and maintain learning dashboards and reporting pipelines; translate learning data into actionable insights for Training leadership.

• Partner with engineering on technical integrations, custom tooling requests, and platform infrastructure decisions.

• Own vendor relationships across the learning tools portfolio, partnering with sourcing and contracts to drive renewals, negotiations, and compliance requirements.

• Serve as the internal subject-matter expert and escalation point for all learning technology questions from the broader Community Support Training team, and a conduit between frontline BPOs and internal technology teams to resolve issues. 

Measurement & Reporting

• Define and track KPIs for platform performance, learner engagement, completion rates, and training effectiveness across all managed tools.

• Build and maintain reporting dashboards (Tableau experience is a strong plus) to provide visibility into learning outcomes for stakeholders at all levels.

• Conduct regular audits of tool utilization and learner experience to surface opportunities for improvement and inform investment decisions.

Team Leadership & Development 

• Leading, mentoring, and developing the team with a focus on inclusive culture and clear goals

• Managing capacity and workload across the tooling ecosystem, LMS admin & transition and ongoing operations.

Your Expertise:

We welcome candidates from a wide range of backgrounds. You don't need to check every box — if you're excited about this work and bring most of these qualities, we'd love to hear from you.

Experience & Expertise

• 10+ years of experience in learning technology, L&D systems administration, instructional technology, or a closely related field within a tech company or high-growth environment.

• Demonstrated experience owning or leading an LMS (e.g., Cornerstone, Workday Learning, SAP SuccessFactors, Docebo, LearnUpon, TalentLMS, or similar) at an organizational level — including at least one platform implementation, migration, or major upgrade.

• High-level familiarity  with learning authoring tools (e.g., Articulate 360, Adobe Captivate, iSpring) and managing SCORM files as well as a high level of understanding with simulation or scenario-based learning platforms.

• Proven track record of managing complex, multi-stakeholder technology projects from scoping through delivery.

• Experience working with data & analytics teams; comfort interpreting learning data and presenting findings to non-technical audiences.

• Familiarity with vendor management, including RFP processes, contract negotiations, and ongoing supplier relationships.

• Prior people management experience including performance reviews and professional development.

Skills & Capabilities

• Strong project management skills — you can hold a complex project together across competing priorities, ambiguous requirements, and fast-moving timelines, all with a continuous improvement viewpoint. 

• Excellent communication and stakeholder engagement skills; you're equally comfortable presenting to executives and troubleshooting with engineers.

• Data-oriented mindset with the ability to design measurement frameworks and translate metrics into decisions.

• Comfort with technical concepts (APIs, SSO/SAML, SCORM/xAPI, data integrations) — you don't need to write code, but you need to speak the language. Familiarity with AI-driven training tools (and enterprise AI). 

• A collaborative, inclusive approach to working with teams across functions and time zones.

Bonus Points

• Background in customer support, contact center, or operations training environments.

• Familiarity with HRIS integrations (e.g., Workday) and how they interact with LMS platforms.

• Certification in project management (PMP, Agile/Scrum) or learning technology (CPTD, ATD).

Your Location:

This position is US - Remote Eligible. 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.

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$123,000—$145,000 USD

Department: Community Support