Manager, Help Center

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. Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. 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 Within Airbnb’s Community Support (CS) organization, the Content & Knowledge Management (CKM) team is dedicated to empowering millions of people—guests, hosts, agents, and other stakeholders—by making accurate, authoritative, and engaging information accessible whenever, wherever, and however it adds the most value. The Help Center and self-solve content team is a key CS and CKM pillar, one that’s pivotal in powering, organizing, and evolving our public-facing support experiences. This team often gives voice to the initial responses our community members receive when they seek answers and assistance along their Airbnb journeys. Our culture values curiosity, empathy, and strategic vision. You’ll be part of an environment that moves quickly, embraces experimentation, and celebrates transformative solutions that make support simpler, smarter, and more inclusive for the global Airbnb community. The Difference You Will Make In this role, you will influence the quality and effectiveness of Airbnb’s Help Center and other surfaces where our community can self-serve their information needs at scale. You’ll lead a talented team of content creators and strategists, driving analytics-backed development of content frameworks, information architecture, and innovative approaches to content generation, delivery, and discovery. As a member of the CKM leadership team, you’ll partner with experts in internal knowledge, agent communications, AI and tooling, and taxonomy—as well as other key allies in CS and beyond—to ensure our public help resources are comprehensive, consistent, and seamlessly connected with our broader Airbnb ecosystem. This role is critical to unlocking the full potential of self-service support worldwide. You and your team will manage stakeholder relationships across Product, Engineering, Design, Insights, Localization, Legal, Operations and other teams to identify requirements, inform approaches, and deliver results. Through your leadership, you’ll empower employees and users to resolve their needs independently, reduce friction, increase loyalty, and help shape the future of service at Airbnb. Responsibilities • Lead, mentor, and develop the Help Center content team to deliver world-class self-service support experiences for Airbnb’s global community. • Shape the strategic vision, goals, and key performance indicators for Help Center content; drive team accountability for outcomes aligned to Airbnb’s business and customer service priorities. • Collaborate effectively with cross-functional partners to evolve self-service content, its supporting architecture, and strategies for delivery and discovery. • Champion data-driven content and user experience decisions utilizing analytics, insights, and experimentation to measure impact, identify gaps, and drive continuous improvement. • Oversee content planning, production, and governance—ensuring quality, accuracy, consistency, and brand alignment across all public-facing support materials maintained by the team. • Evaluate and rationalize technical and operational enhancements, coordinating projects to advance search, navigation, accessibility, consumability, and internationalization. • Build frameworks and scalable processes for authoring, editing, reviewing, organizing, and optimizing, enabling global operational excellence. • Represent the Help Center team in strategic and executive-level conversations, surfacing recommendations, risks, and resourcing needs. • Foster a culture of inclusion, curiosity, and collaboration within the team and broader organization, stewarding talent development and engagement. Qualifications • Bachelor’s Degree or equivalent professional experience in Communications, Content Strategy, Information Management, or related fields. • 8+ years of experience in building and managing large-scale customer support content programs or digital knowledge platforms (preferably global, multi-language). • Demonstrated leadership experience managing high-performing content, UX, or product teams in a fast-paced, matrixed organization, with dedication to identifying, developing, and enabling talent. • Deep expertise in content architecture, strategy, and operationalization, with a strong understanding of knowledge management and self-service support. • Proven track record in delivering measurable improvements in user experience, business impact, and operational efficiency via data-driven methodologies. • Fluency in content style standards, governance frameworks, and tools such as enterprise CMS (e.g., ContentStack, Drupal) and analytics platforms. • Mastery of cross-functional program/project management and stakeholder engagement, with the ability to influence and communicate effectively at all levels of the organization. • Deep understanding of customer service, contact center operations, and digital support workflows across multiple channels and languages. • Highly adaptable and capable of navigating ambiguity; proven innovator willing to challenge conventions and foster transformative solutions. Preferred Qualifications • Advanced degree (MBA, MA, MLIS, MS) in a relevant discipline. • Hands-on experience with SEO, AI content tools, and user research methodologies. • Content/Knowledge Management certifications (KCS, UX, SEO, GEO) strongly preferred. • Experience working in multicultural, multilingual, and remote/distributed teams. • Familiarity with regulatory and legal considerations impacting public support content. 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: [email protected]. 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 $160,000—$200,000 USD Apply tot his job