The posting
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
You will become a key member of the Global Operations Community Support Planning team, responsible for driving the end-to-end roadmap planning process for Community Support at Airbnb. Our team ensures that initiatives and programs are prioritized to align with our overarching strategy and our commitment to delivering an exceptional customer experience. We are a global team with expertise in strategic planning, stakeholder management, cross-functional collaboration, and organizational effectiveness.
The Difference You Will Make:
As a Senior Planning Partner, Content, you will play a critical role in ensuring the success and satisfaction of our customers through strong relationship management and strategic collaboration. You will be assigned to one or more product spaces and serve as the primary point of contact for the Content Managers, writers, and strategists in those spaces, owning the end-to-end planning and coordination of every launch that impacts Community Support content. You will ensure clear communication, alignment of objectives, and on-time, high-quality delivery of content at launch. You will proactively identify opportunities to add value while addressing potential challenges, always striving to deliver measurable impact for our customers and the business.
Your ability to build trusted relationships with content, product, engineering, marketing, and legal partners, coupled with your strategic mindset and disciplined approach to execution, will help launches go smoothly and contribute to the success of both our customers and the organization.
A Typical Day:
- Engage proactively with cross-functional partners and stakeholders by maintaining regular check-ins, communication of planning timelines and upcoming milestones, and feedback sessions to develop trust and ensure alignment with their goals and objectives
- Identify all responsible individuals for each launch in advance, including the writer and strategist of the impacted content, Marketing, Legal, and technical SME approvers, Localization partners, and cross-functional partners such as taxonomy, training, resource center, Biztech, and other project managers with related work
- Build and communicate the content schedule to all content requestors and approvers, gathering approver blockout dates and building in time for content audits, authoring, technical accuracy review, Marketing review, Legal review, localization, and a buffer for outliers
- Schedule and lead the series of meetings for each launch: the launch info-gathering walk-through with product, engineering, and readiness; content audit sessions; a Marketing pre-flight meeting; a recurring weekly launch status meeting with the content team and technical SMEs; and a launch-day “Mission Control” meeting and Slack channel
- Partner with strategists in content audits to identify all impacted content, prioritize impacts (P1 Day One, P2 fast-follows, P3 everything else), ensure tickets are filed for every impacted article, and flag UI-linked content and localization requirements
- Prepare and send weekly status communications to Content Managers and content DRIs, including the list of impacted articles and P1/P2/P3 status, so that risks (audit timing, approvals behind schedule, launch date changes) are visible early
- Anticipate risks and issues and develop mitigation strategies proactively (go beyond status reporting and drive issues to resolution), and maintain a process to capture and flag tardy content requests as “at risk”
- Send regular reminders to DRIs with launch responsibilities and, when approvers are not responsive async, schedule live approval meetings with Marketing, Engineering, Legal, and others
- Prepare cross-functional communications for partner teams impacted by our work, such as localization, Biztech, Knowledge Management, and Training
- Coordinate the real-time “go live” on launch day once it has been issued by Readiness, so the content team knows it is safe to publish
- Attend launch meetings, real-time coordination sessions, and contact center sessions organized by others to be the voice of the content team, share status, answer questions, and keep the content team informed of emerging issues
- Shield writers from logistical questions and track down missing information, approvals, and blockers so writers can stay focused on content
- Prepare a launch deck for leadership covering what was published and how it performed, and keep a record of published content for reporting, wins, and learnings
- Track status and communicate on escalations after launch
- Drive iterative improvements and simplification of content planning processes, and implement feedback mechanisms that close the loop with partners and stakeholders
Your Expertise:
- 8+ years of experience in strategic planning, program management, or business operations roles with a proven track record of success
- Proven experience leading cross-functional planning or portfolio management processes with executive visibility
- Exceptional communication skills, verbal, written and presentation, to all levels of an organization
- Strong problem-solving and analytical skills, understanding of system implementation, and change management
- Proficiency in virtual collaboration and project management tools like Asana, Jira, and Airtable
- Strategic thinking and organizational skills, with the ability to work collaboratively and cross-functionally across teams
- Hands-on, working knowledge of software product development life-cycle and methodologies. Specific experience with Agile is desired
- Proven ability to de-escalate issues and resolve conflicts in a professional and empathetic manner
- Ability to manage multiple launches and competing priorities simultaneously, ensuring deliverables are met on time and within scope
- Comfortable with shifting priorities and able to deliver solutions in a dynamic, ambiguous, and fast-paced work environment
- Experience planning or coordinating content, knowledge management, or product launches
Your Location:
This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer.
This role is for an existing vacancy within the organization.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$102,000—$128,000 CAD
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.
