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Salary: USD 192,000 - 240,000 / annual
Airbnb's Community Engagement team is building programs to deepen relationships with hosts and guests by listening to and strategically elevating their needs and ideas across the platform. This role is a foundational, highly visible position responsible for leading and operating Airbnb's guest-facing Community Voice programs end-to-end, from strategy through day-to-day execution.
You will own the Guest Advisory Board program, including selection and vetting of members, onboarding and offboarding, feedback sessions, engagement channels, events, and recognition/compensation strategy. You'll build and maintain direct one-to-one relationships with Board members, acting as their primary point of contact while monitoring sentiment and engagement to sustain a highly trusted group over time. You'll 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. You'll develop playbooks that evolve as the program scales, own the feedback session pipeline in partnership with cross-functional teams, and manage community escalations end-to-end, tracking them to resolution and flagging broader product or policy issues.
Beyond the Advisory Board, you'll plan and deliver global and local guest workshops, partnering with regional teams to source participants, facilitate sessions and produce readouts for internal stakeholders. You'll support pilots that test new approaches to guest community engagement, partnering with cross-functional teams to scope, resource, execute, report and evaluate them. You'll absorb and triage inbound guest-community requests from Business, Marketing and Product organizations to determine what requires Community Voice input and how to execute. You'll collaborate with Research and Marketing to capture and align insights that inform future company initiatives, and act as the point person for Community Voice on guest-facing engagements such as company moments, launches and executive roundtables.
The role reports to the Director, Community Voice and requires PST working hours. While remote-eligible, you must live in a US state where Airbnb, Inc. has a registered entity (check Airbnb's careers page for the current exclusion list). The position may include occasional work at an Airbnb office or attendance at offsites as agreed with your manager.
REQUIREMENTS:
- 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
