Manager, Help Center

Details

Airbnb’s Community Support (CS) Content & Knowledge Management (CKM) team empowers millions of people—guests, hosts, agents, and other stakeholders—by making accurate, authoritative, and engaging information accessible. The Help Center and self-solve content team is a key CS and CKM pillar, responsible for powering, organizing, and evolving public-facing support experiences. In this role you will influence the quality and effectiveness of Airbnb’s Help Center and other surfaces where our community can self-serve information at scale. You will lead a team of content creators and strategists, drive analytics-backed development of content frameworks and information architecture, and work cross-functionally with Product, Engineering, Design, Insights, Localization, Legal, Operations, and others.

Responsibilities

• Lead, mentor, and develop the Help Center content team to deliver world-class self-service support experiences for Airbnb’s global community.
• Shape strategic vision, goals, and KPIs for Help Center content; drive team accountability for outcomes aligned to Airbnb’s business and customer service priorities.
• Collaborate with cross-functional partners to evolve self-service content, supporting architecture, and strategies for content delivery and discovery.
• Champion data-driven content and UX decisions using 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 public-facing support materials.
• Evaluate and coordinate technical and operational enhancements to advance search, navigation, accessibility, consumability, and internationalization.
• Build frameworks and scalable processes for authoring, editing, reviewing, organizing, and optimizing content to enable global operational excellence.
• Represent the Help Center team in strategic and executive-level conversations; surface recommendations, risks, and resourcing needs.
• Foster a culture of inclusion, curiosity, and collaboration; steward talent development and engagement.

Requirements

• Bachelor’s degree or equivalent professional experience in Communications, Content Strategy, Information Management, or related fields.
• 8+ years of experience 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.
• Deep expertise in content architecture, strategy, and operationalization; strong understanding of knowledge management and self-service support.
• Proven track record 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 (examples: ContentStack, Drupal) and analytics platforms.
• Mastery of cross-functional program/project management and stakeholder engagement, with the ability to influence and communicate at all levels.
• 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.

How We'll Take Care of You / Benefits

• Base pay range: $160,000 — $200,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Actual base pay depends on factors such as training, transferable skills, work experience, business needs, and market demands; the base pay range may be modified in the future.

Location & Work Policy

• 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. If remote-eligible, you must live in a state where Airbnb, Inc. has a registered entity (some states may be excluded). If employed by another Airbnb entity, your recruiter will confirm eligible states.

Inclusion & Accessibility

• Airbnb is committed to inclusion and belonging and encourages applications from diverse candidates. Reasonable accommodation is available for candidates with disabilities via [email protected] (include full name and the role you’re applying for).