AirCover UX Enablement Manager

Details

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

The AirCover team is charged with ideating, building, launching, and managing the AirCover business within Airbnb. We have a huge responsibility to our community of hosts and guests to be there when things don’t go exactly as planned with their reservations.

The Difference You Will Make

You will drive innovative, user-centered design across our existing products, both internal and external, and leverage data-driven insights to elevate experiences for hosts, guests, and agents. You will lead the organization’s operating rhythm to deliver best-in-class agent and customer experience and community protection across operations, product, and cross-functional teams—including those enabled by AI systems. You will use journey mapping that may integrate AI-driven tools and generative AI to design, analyze, and elevate user experiences, creating personas, mapping user journeys across touch points, and generating insights that fuel continuous improvement.

Responsibilities

• Lead AirCover Agent and Customer Insights Program to surface systemic user issues and gaps.
• Drive AirCover customer experience improvements through process and automation improvements; own configuration and optimization of customer experience automation systems, including AI bots, workflows, and knowledge tools.
• Serve as AirCover’s UX expert and consultant across the organization; influence, educate, and advise on best practices and strategic direction.
• Design, implement, and refine an Ops Labeling strategy to ensure interactions, cases, and resolution paths are tagged for root cause analysis and performance monitoring.
• Create and maintain robust labeling taxonomies to enable targeted UX and workflow improvements.
• Translate agent, customer, and system insights into actionable plans for product, service, and automation improvements.
• Partner cross-functionally with organizational, technical, and cross-functional leaders to improve user experience, including journey mapping, conducting user interviews, and using AI-enabled insights.

Requirements / About You

• Passion for delivering outstanding customer experiences using both human-centered and data-driven approaches.
• Obsession with customer and agent experience and a strong desire to effect change.
• Experience managing and influencing multiple stakeholders in complex, ambiguous environments.
• Bias for action: influence UX prioritization, drive accountability, and deliver impactful improvements by scaling changes through human and AI-powered solutions.
• Ability to shape and communicate the future of agentic, AI-driven UX and translate complex user concepts and emerging technologies into a clear vision for technical and non-technical audiences.
• Independent worker who seeks guidance only in complex situations and can manage competing priorities while establishing clarity among stakeholders and direct team.
• Strong communicator who drives influence by keeping the business informed on strategic performance metrics and driving upstream changes with operations, product, and engineering leaders.

Your Expertise (Required)

• 8+ years of experience in UX, customer experience, consumer research, consulting, product operations, and/or CX automation.
• Deep understanding of user experience and service design principles, systems thinking, information architecture, and visual communication.
• Exceptional written and oral communication skills.
• Familiarity with AI and automation tools used for tagging, tracking, and workflow optimization.
• High proficiency in presentations (Keynote, Google Slides) and process design tools (Figma, LucidChart, Miro, or equivalent).
• Demonstrated ability to operate and deliver effectively in fast-paced environments and collaborate with technical stakeholders.
• Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics.
• Proven experience and a strong portfolio showcasing the creation and management of service blueprints and user journey maps.

Preferred Experience

• Bachelor’s or Master’s degree in UX Design, CX/UX Design, HCI, or related field (or equivalent experience).
• Experience designing or scaling operational labeling strategies and leveraging labeled data to drive strategic recommendations.
• Experience integrating new tools into existing tech stacks and optimizing automated workflows in complex, multilingual, multi-product environments.
• Familiarity with LLM behavior, prompt design, and knowledge base/training data maintenance for bots and digital assistants.

Location & Working Model

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a state where Airbnb, Inc. has a registered entity (some states are excluded).

Compensation & Benefits

The actual base pay is dependent upon many factors (training, transferable skills, work experience, business needs and market demands). This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range: $125,000—$145,000 USD

Inclusion & Accessibility

Airbnb is committed to inclusion and belonging and provides a disability inclusive application and interview process. Reasonable accommodation requests can be sent to [email protected] with your full name, the role, and the accommodation needed.