Manager, Policy CRM & Political Intelligence

The Community you will join:

Airbnb’s Engagement & Infrastructure team (E&I) supports the broader Public Policy department that shapes the legislative, regulatory, and reputational environment in which our business operates. Each of the groups within the department have varying data infrastructure and tooling needs to effectively engage with hosts, guests, politicians, regulators, and opinion leaders. E&I’s technology stack leverages a combination of internal and external products that collectively inform the Policy team’s strategies and scale our messaging around fair short-term-rental regulations.   

The Difference You Will Make:

This Manager, Policy CRM & Political Intelligence is responsible for bridging non-technical external stakeholder facing work of the government relations teams with the tooling infrastructure available to them. This person will leverage their expertise in tooling for large distributed workforces (+150 end users) to streamline efforts across our core focus areas: lobbying, regulatory compliance, grassroots advocacy and marketing. 

This role will be the point person supporting the Policy team with core tooling, offering support with onboarding, ongoing training and troubleshooting. They will also develop and own the incorporation of end-user feedback into tooling enhancements, driving ongoing customization of current tools and as needs evolve, identifying and evaluating new tools. 

A Typical Day:

• Establish and implement a robust global training and support program for Salesforce CRM and political intelligence tools.
• Establish metrics for measuring tool adoption for various user groups, identify barriers to tool adoption, and report changes over time. Based on measurable results and anecdotal feedback, adjust training and support programs to strengthen end user confidence in tooling ease of use, value and subsequent adoption.
• Offer daily support to Policy team members using CRM and political intelligence tools including onboarding, troubleshooting, new feature training, managing bug reports, migrating offline data and escalating issues when appropriate. This includes regular virtual meetings with regional team leaders across the globe and may require occasional evening or early morning meetings to accommodate various time zones.
• Provide end users self-serve reports, analytics, and how-to guides.
• Create and maintain documentation of CRM and political intelligence tooling features, onboarding resources, common use-cases, frequently asked questions and tooling improvements. Lead the communication and rollouts of CRM and political intelligence product releases.
• Build relationships with regional Policy teams to understand their programs, internal vs external work and translate those needs into end-user education and/or product enhancements. When applicable to Policy’s existing tech stack, partner with Senior Manager, Policy Products and Scaling to shape the CRM product roadmap. When new distributed tooling discovery is needed, research and evaluate new prospective vendors who can support Policy’s evolving needs.
• Collaborate with Public Policy Data Architect, Campaigns Operations, and internal Salesforce administration team to identify opportunities to expand CRM data infrastructure to best support local, regional, and global Policy teams’ diverse program needs, e.g. lobbying, partnerships, bill tracking, digital marketing, etc. 
• Work closely with the internal Salesforce team to ensure CRM feature requests from local and regional Policy teams are effectively shepherded through the planning, scoping, and sprint process providing global tool management and continually improving the user experience.
• Administer third-party political intelligence tools through user management, establishing reports, evaluating tool functionality to identify unused features which may augment the work of end users, and communicate needs and challenges with vendor staff.
• Perform ongoing and project-specific discovery with regional team members to identify tooling needs and write requirements for internal and external tooling development.

Your Expertise:

• 8+ years of experience supporting political or governmental organizations leveraging technology products for any/all of the following: lobbying, relationship management, compliance, analytics, marketing. 
• 4+ years of experience developing CRM onboarding, training, and support programs.
• Passion for training and experience building nimble training programs.
• Experience understanding data visualization and reporting needs, either building custom reports in a CRM or working with data analytics, business intelligence, and/or CRM teams to create said visualization and reports. Experience training end users on how to use reporting resources is critical.
• Ability to utilize and present data in such a way that helps stakeholders make decisions and plans for their programs.
• Commitment to modeling inclusive behavior.
• Familiarity with digital marketing and comms tools and metrics of importance.
• Experience with Salesforce CRM, Quorum, Mixmax and/or Phone2Action a plus.

Your Location:

This position is US - 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 state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states 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.