Content Creator, Agent Comms

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.

Role overview

The Content & Knowledge Management Team is growing. The Agent Comms team centralizes and streamlines communications for support agents about critical and urgent changes (product/feature launches, workflow redesigns, natural disasters, outages, etc.) across agent-facing tools. As a Content Creator, Agent Comms, you will shape the strategic direction of agent communications, coordinate with cross-functional stakeholders, and create impactful, clear, and actionable updates for agents.

Responsibilities

• Evaluate incoming requests from upstream and downstream stakeholders to determine communication priorities and action plans.
• Maintain and update the editorial calendar to plan and schedule agent communications.
• Collaborate with adjacent teams (Training, Knowledge Management, PMO, Delivery) to align communication strategies.
• Work with strategists and content creators to produce clear, concise, and actionable content that informs agents about urgent changes.
• Analyze agent communication metrics and feedback to identify improvements for better audience impact.
• Foster relationships with downstream stakeholders (Delivery, Quality) to understand agents’ needs and operational challenges.
• Serve as an intermediary to deliver urgent communication updates on workflow changes and emergency situations.
• Work closely with the Knowledge Strategist to inform roadmaps for the agent comms team and partner teams developing agent tooling.

Requirements

• Required: Bachelor’s degree in Communication, Information Architecture, Learning/Education, Business Administration, or a related field.
• Required: 5+ years of relevant experience in strategic communication or stakeholder engagement.
• Preferred: Demonstrated experience in strategic planning, project management, and tool development in a support or communications context.
• Core skills: advanced strategic thinking, cross-functional leadership, data-driven decision-making, and proficiency in communication technology systems.
• Travel: Minimal travel, primarily for strategic planning and leadership forums.
• Personality: Visionary, analytical, collaborative, leadership-oriented, and adaptable.

Benefits & Compensation

• Base pay range: $86,000 — $101,000 USD (actual base pay dependent on factors such as training, transferable skills, work experience, business needs, and market demands).
• This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Location & Work Policy

• This position is US - Remote Eligible. Occasional work at an Airbnb office or attendance at offsites may be required as agreed with your manager.
• Candidates must live in a US state where Airbnb, Inc. has a registered entity (some states may be excluded).

Inclusion

Airbnb encourages applicants from diverse backgrounds and is committed to a disability-inclusive application and interview process. Reasonable accommodations are available for candidates with disabilities ([email protected]).