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Manager, Content And Knowledge Management Product Operations
Company | Airbnb |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet,Travel Arrangements,Hospitality |
Expires | 2023-09-02 |
Posted at | 9 months ago |
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.
- Collaborate with cross-functional teams to ensure content is aligned with business goals, brand voice, and user needs
- Contribute to content and knowledge governance and lifecycle management activities, including backlog, utilization and resource allocation of writing resources
- Implement AI programs that improve how the team works and what value our customers get
- Work cross-functionally with Product Marketing, Marcomms, Legal, Localization, Host Comms, Creative and UX Writing to orchestrate impeccable content for company wide releases
- Lead a team including writers and knowledge editors, fostering a culture of creativity, belonging, collaboration, and innovation
- Partner with Product and Engineering teams for best in class content delivery solutions
- Leverage AI to create and deliver resonant content
- Drive voice and tone standards documentation, partnering cross-functionally with the broader writing community
- Define and develop standards for digital content that inform its operationalization
- Partner with Community Support leadership and XFN partners to evolve Knowledge strategy
- Partner effectively with experts in LLM tuning, information retrieval, and model development to create innovative products and features
- Establish processes and mechanisms for planning, creation, delivery, and governance of high quality content
- Extensive familiarity with different content management systems (like ContentStack, Confluence) and operational and project management systems
- Experience with AI solutions and tools
- (like jira and asana)
- 10+ years experience in content and knowledge management or related fields
- Experience working with a customer service team and/or operations team is highly desirable
- 4+ years of experience leading a team of content authors and/or technical writers, with a track record of success providing coaching, feedback, and professional development opportunities to team members to help them achieve their career goals
- Familiarity with Taxonomy and Information Architecture
- Experience working in matrix global organizations
- Agile training/certification/experience, including scrum, kanban, nimble, is a big plus
- Proven understanding of emerging digital trends and being a thought leader promoting innovation in the space
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