Manager, Knowledge Management
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:
Our Content & Knowledge Management (CKM) team in Community Support (CS) is growing and we want you to be part of it! CKM makes accurate and authoritative information available at scale by creating, editing, and managing metadata and support content—including the public Help Center and internal knowledge bases—used by customers, CS agents, and consuming applications.
The difference you will make:
This role requires candidates to be based in the United States or Canada. This role is not eligible for relocation support.
As a KM manager, you are entrusted with leading a group of content professionals responsible for capturing, curating, and codifying information—standardizing and structuring it so humans and machines can consume it. The role requires fostering a culture of creativity, innovation, collaboration, and belonging, so that your team is empowered to improve quality, reduce effort, engender meaningful outcomes for core audiences, and drive measurable results for the business. You’ll combine a goal‑oriented, data‑driven mindset with deep customer and end-user focus to set standards, accelerate progress, and elevate impact.
A typical day:
- Collaborate closely with peer managers, including those for Help Center and Taxonomy & Ontology teams, on content strategy and lifecycle, CKM tooling, information architecture, AI enablement at scale, and talent allocation and development, among other endeavors
- Partner cross-functionally with process design and optimization, training, quality, planning, program management, platform and product management, engineering, legal and policy, service delivery, analytics, and other teams to incubate and inform roadmaps, negotiate trade-offs, orchestrate impeccable content that supports strategic opportunities, and catalyze continuous improvement
- Coach, mentor, and grow a high‑performing team: set clear goals, deliver regular feedback, develop craft and leadership skills, and build succession plans
- Articulate the key role knowledge plays on the success of support teams, including regular leadership updates, and structure and enable the team to ensure that human and virtual agents have the information they need at the ready
- Oversee processes and programs that assure content accuracy, accessibility, availability, usability, and effectiveness
- Act as DRI for content‑related urgencies: triage requests, align stakeholders, coordinate publication of rapid guidance to agents and customers, and run retros to document improvement opportunities or best practices
Your expertise:
- 10+ years experience in content and knowledge management or related fields
- 4+ years of experience leading content creators, content strategists, technical writers, and/or editors with a track record of success providing coaching, feedback, and professional development opportunities to team members
- Proven understanding of emerging digital and knowledge management trends, ability to provide thought leadership, and capacity to inspire innovation in these spaces
- Extensive familiarity with different content management systems (ex: ContentStack), operational and project management applications (ex: Airtable, Asana, etc.), and AI solutions and tools
- Familiarity with Taxonomy and Information Architecture concepts
- Experience working with a customer service team and/or operations team in matrix global organizations is highly desirable
- Agile training/certification/experience, including scrum, kanban, nimble, is a big plus
- Travel may be required up to 10% of the time
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.