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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.
The community you will join:
The Channel Communications team at Airbnb is responsible for driving positive conversation and buzz about Airbnb via social media, influencers and more, as well as maintaining and protecting our brand reputation across social media channels.
The difference you will make:
The Social Rapid Response team is looking for a Social Manager who will be responsible for managing a regional team, while protecting and defending the Airbnb story on social media. The ideal candidate is a social native with experience in social listening and responding rapidly to escalating issues and crises. We’re looking for someone who has a proven record at managing a team, is able to work on various projects/tasks simultaneously, is a problem-solver, has strong stakeholder relations, is comfortable with tight deadlines and able to adjust quickly to changes in priorities.
A Typical Day:
- In-the-know of daily emerging issues across all social media channels
- Assist with reporting and data collection: Quarterly reports, Work with Social Listening, deep dives, performance insights and quality
- Evaluate the need for response strategies, communicating when necessary with leadership and POCs for alignment
- Assess and measure campaign/project effectiveness
- Regional Team management: Coaches team, delivers feedback, ensures high-level of performance
- Initiate improvements to workflows, metrics, day-to-day processes
- Stakeholder relations across CS and Comms: Ability to work cross functionally on Comms initiatives involving Community Support and Trust Operations, Policy, Regulatory, Corporate and Crisis Management
- Create and deliver trainings/new process materials: Develop playbooks and guidance on best practice for social media rapid response
- Support and drive initiatives/projects with regional/global impact
- Draft/Approve copy and publish content across different channels
- Assist with Lead’s duties while Lead is out of office and as needed
Your Expertise:
- Experience in relevant fields such as communications, customer service, strategy and project management
- Leadership skills with proven track record in delivering impact in a regional team in a fast-paced environment
- Excellent communication and interpersonal skills, both written and oral, with the ability to influence up, down, and across the organization
- Strong business acumen, including problem-solving, analytical and critical thinking skills.
- Experience leading new projects and initiatives from ideation to execution
- Highly organized with the ability to track numerous projects and tasks
- Confident and comfortable when working with members at various levels across multiple stakeholders and functions
- Skilled at working with data tools to pull data/insights to build out reports and deep dives
- Able to produce quality work within tight deadlines and adjust quickly to changes in priorities
- Passion for Airbnb and the mission of the company, and ability to learn and improve on the go
- Ability to work Monday through Friday for 9 hours per day (including a one-hour break) between 10 a.m. and 8 p.m. EST OR between 7 a.m. and 5 p.m PST. Your schedule may change to meet business needs and, where possible, we will take your availability into consideration.
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.
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 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.
Pay Range
$109,000—$128,000 USD
What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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