Full-Time Senior Community Engagement Manager

About the roleAs a Senior Community Engagement Manager, you will lead the online community strategy through managing the daily activities of Airbnb’s host communities. You will work closely with Airbnb, adhering to their specific requirements, policies, and communication strategies.You will be the face and voice of the host community for hosts as part of 'Expanding beyond the core’. This role works across functions, with the relevant Airbnb product, policy, operations and legal teams. You will be key in onboarding and supporting hosts as part of this new community.You will help cultivate positive engagement across the emerging community by fostering constructive conversations and moderating to support an environment that is in keeping with Airbnb's mission and values.

Key Responsibilities

• Client Relationship Management: Work closely with cross-functional teams across the Airbnb organization to bring updates, education and activation in our host community. Build, integrate and implement the community plan, complement business objectives and KPIs. Maintain a professional presence at all times and act as a trusted advisor in all things related to your community area.
• Community Management and Strategy Implementation: Lead day-to-day community operations and content projects, using SoG methodology to foster a safe, engaging space aligned with organizational goals. Serve as a bridge between the organization and its communities, engaging members, answering questions, and delivering high-quality support. Escalate issues and feedback raised by the community in a timely manner in partnership with the Community Voice team. Support members during crises, and educate members with unstable or abusive behavior by applying SoG’s methodology.
• Community Growth: Onboard and support beginner hosts in a newly formed community. Develop and adjust methods for connecting hosts. Evaluating and championing voice of the host, cross-functionally.

Requirements

• Proven track record of building a community from scratch
• Communication Skills: Ability to effectively communicate information and ideas in written and verbal formats.
• Client-Facing Skills: Confident and experienced in client-facing work, understanding the value of live/video meetings.
• Leadership Experience: Proven experience in leadership, including performance management, team motivation, driving team learning and development, setting objectives, delegation and prioritization, building trust, handling difficult conversations, and empowering others.
• Community Management: Experience in running or managing online communities (forums).
• Interpersonal Skills: Strong interpersonal skills, creative, diplomatic, and calm under pressure.
• Technical Proficiency: Knowledge and understanding of different online community (forum) platforms, ability to quickly learn new tools.
• Organizational Skills: Strong organizational and prioritization skills, able to meet deadlines.
• Analytical Skills: Strong analytical and reporting skills.

Nice to Have

• Have a keen interest in small business operations
• Experience working in Customer Service
• Fluency in additional languages: Spanish, French, Italian or German.

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