Senior Manager, Content & Knowledge Architecture

Details

The Content & Knowledge Management team 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, customer support agents, and consuming applications such as AI chatbots.

The Senior Manager, Content & Knowledge Architecture will establish and evolve the discipline of content engineering within the organization. This role will design, structure, deliver, and manage content so it is strategic, scalable, consumable across surfaces, and efficiently maintained.

Responsibilities

• Define and champion the evolving discipline of content engineering within Content & Knowledge Management, establishing standards for how knowledge is structured, stored, and delivered across surfaces and applications.
• Own the roadmap for metadata, taxonomy, and information architecture that determines how content is organized, discovered, and reused.
• Partner with Product and Engineering to define and prioritize tooling investments that improve content quality, efficiency, and innovation.
• Establish governance frameworks that embed standards and quality checks into content creation, review, and publishing workflows.
• Define metrics and reporting for content health, coverage, performance, and authoring efficiency.
• Coordinate cross-functional work to keep content aligned with product launches and other business needs.
• Lead and develop managers and senior team members by setting goals, providing feedback, and holding team members accountable for results.
• Own talent decisions, including hiring, calibration, promotion, performance management, and succession planning.
• Define roles and ownership across taxonomy and ontology, tooling and AI-focused optimization, and content operations planning.
• Set priorities and allocate resources and capacity across group programs and the roadmap.
• Coach managers on team design and career development, and help senior team members progress toward their next roles.
• Build strategic relationships with senior leaders across Product, Engineering, Analytics, and Design.
• Champion technical and data fluency, editorial and operational excellence, and continuous improvement.

Requirements

• 12+ years of progressive experience in content strategy, content operations, or knowledge management, including substantial experience with content systems, taxonomy, and/or information architecture at scale.
• 5+ years of experience managing managers, with a track record of developing high-performing, distributed teams and guiding them toward a shared strategy and standard.
• Hands-on experience with hiring, performance management, calibration, and succession planning.
• Experience in customer support, contact center operations, or a similar global service organization is a plus.
• Advanced degree in Computer Science, Information Science, Technical Writing, or a similar discipline, or equivalent practical experience.
• Deep expertise in content strategy, knowledge management, and information architecture, with an understanding of AI/ML applications in content operations.
• Expert knowledge of content management systems and authoring tooling, with practical experience in AI-powered content optimization.
• Ability to partner directly with engineers on system architecture, data structures, and retrieval mechanics; deep technical fluency is essential.
• Ability to execute at scale across distinct disciplines.
• Executive presence and the ability to build and present business cases to VP and C-level stakeholders.
• Proven ability to guide multiple related teams and their leaders, remove ambiguity, and improve team capability.
• Proven people leadership skills, including hiring, developing, and retaining senior talent, coaching leaders through growth and difficult conversations, and building an inclusive team.
• Ability to join an established team and lead it through change by earning trust, respecting existing expertise, and aligning leaders around shared goals.

Location

The successful applicant must be based in California, Washington, or Oregon.

Compensation

The base pay range is $196,000–$245,000 USD per year. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Equal Employment Opportunity

Airbnb is committed to inclusion and belonging, a disability-inclusive application and interview process, reasonable accommodations, and equal employment opportunity for all qualified individuals.