Survey Ops Program Manager

Details

Airbnb seeks a Survey Ops Program Manager within Global Operations to lead listening excellence initiatives that inform product and operations decisions. The role focuses on survey program management, metric development, voice-of-customer analysis, dashboards, and cross-functional stakeholder partnership. The position is US - Remote Eligible and may include occasional office work or offsites. Candidates must live in a U.S. state where Airbnb, Inc. has a registered entity.

Responsibilities

• Own listening framework requirements for stakeholder teams and targeted audiences.
• Manage survey programs, digital listening funnels, and survey vendor relationships.
• Develop and maintain company-level metrics (CSAT, NPS, Effort Score) and be an expert on metric impacts from survey audience or operations changes.
• Produce voice-of-customer analyses, summaries, and dashboards; present insights and findings to stakeholders.
• Partner across teams on a backlog of experiential fixes and lifecycle stages: survey requirements, operations, designs, plans, analyses, insights and findings.
• Regularly connect with vendors supporting surveys and research and represent the team in international and cross-functional working groups.

Requirements

• Proven track record driving global surveys and customer research.
• Strong fluency with data and analytics; SQL skills preferred.
• Experience in metric development and maintenance at the company level (CSAT, NPS, Effort Score).
• Business and data analysis experience; project management experience.
• 6-10 years of business analytics/customer advocacy/customer experience experience.
• Highly organized with the ability to track numerous programs, projects, and tasks.
• Strong stakeholder management and cross-functional collaboration skills.
• Proven ability to understand and present data and success metrics; strong presentation skills and ability to synthesize data into stories.
• BA required; MBA or equivalent experience preferred. CCXP, PMP, or Net Promoter Certification a plus.
• Experience in support operations, hospitality, technology and/or start-up environments is ideal.
• Tool experience: G Suite, Medallia, Qualtrics, Sprinklr, UserVoice, Excel, JIRA, Asana.

Benefits & Compensation

• Base pay range: $145,000 — $167,500 USD per year.
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Remote-eligible within eligible U.S. states; may require occasional office attendance or offsite participation as agreed with manager.

Additional Information

• The position contributes to Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights and builds frameworks and requirements for targeted audiences and stakeholder teams.
• Airbnb is committed to inclusion and belonging; reasonable accommodations are available for candidates with disabilities via [email protected].