Manager, Help Center

In this role, you will influence the quality and effectiveness of Airbnb’s Help Center and other surfaces where our community can self-serve their information needs at scale. You’ll lead a talented team of content creators and strategists, driving analytics-backed development of content frameworks, information architecture, and innovative approaches to content generation, delivery, and discovery. As a member of the CKM leadership team, you’ll partner with experts in internal knowledge, agent communications, AI and tooling, and taxonomy—as well as other key allies in CS and beyond—to ensure our public help resources are comprehensive, consistent, and seamlessly connected with our broader Airbnb ecosystem.

This role is critical to unlocking the full potential of self-service support worldwide. You and your team will manage stakeholder relationships across Product, Engineering, Design, Insights, Localization, Legal, Operations and other teams to identify requirements, inform approaches, and deliver results. Through your leadership, you’ll empower employees and users to resolve their needs independently, reduce friction, increase loyalty, and help shape the future of service at Airbnb.