Survey Ops Program Manager

The Community You Will Join: 

• Every day, Airbnb Hosts offer unique stays and experiences for guests at millions of Airbnb listings around the world. To better understand the needs of Hosts, guests, and communities, Airbnb continually listens to customer feedback. This feedback makes it possible for Airbnb to improve our platform and services, and the way we do business.
• Within Global Operations, the Survey Ops Program Manager will be part of a broader network at Airbnb focused on listening excellence. In this role, you will contribute to global listening strategy, metric development, and listening frameworks for business stakeholders.

The Difference You Will Make:

• You will own listening framework requirements for stakeholder teams, survey program management, digital listening funnels, survey vendor relationships, voice of customer analyses, and voice of customer dashboards. You will be an expert on key metrics and any impacts to these metrics from a survey audience or survey operations perspective, at any given time. This role will also partner across teams on a backlog of experiential fixes, and regularly present updates at relevant stages of the survey livecycle: survey requirements, operations, designs, plans, analyses, insights and findings.

A Typical Day: 

In this position, you will own listening channels that contribute to our Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights. Your area of listening will be focused in terms of building out frameworks and requirements for targeted audiences and stakeholder teams. Projects you own will include surveys, feedback tools and research projects, as well as dashboards, summary analyses and survey metric reporting. You will regularly connect with vendors supporting surveys and research, produce dashboards and analyses as needed, and represent your immediate team across broader international and cross-functional employee working groups. 

Competencies:

• Analytics - Ability to pair quantitative results and qualitative inputs into meaningful views for stakeholders. Regular review and analysis of NPS and CSAT as key performance metrics. Fluency with dashboard requirements and planning in line with multiple stakeholder needs. Synthesis of all data views and insights into presentations that effectively tell stories and facilitate relevant next steps. 
• Survey Program Operations – Proven experience building out survey requirements and maintaining processes that facilitate survey program delivery. Strong customer stakeholder orientation to enable success and address critical needs. Familiarity with program management tools such as JIRA and Asana, and prioritization processes that govern survey roadmaps. Clear understanding of survey governance across multiple surveys, process documentation, and DACI. Excellent cross-functional collaboration skills and ability to influence.
• Survey Platform Optimization - Experience with email, static, panel, and in-product surveys as well as listening tools and real time data dashboards. Effective collaboration for survey platform optimization across survey product, engineering, user experience, data science, data engineering, survey vendor teams, business owners, XFN program managers, regional leads and more. Ability to maintain and groom survey roadmaps and backlogs.

Your Expertise:

• BA required. MBA or equivalent experience preferred. CCXP, PMP or Net Promoter Certified a plus.
• Business and data analysis, and project management experience, plus 6-10 years business analytics, experience in customer advocacy, customer experience.
• Experience in support operations, hospitality, technology and/or start up environments ideal.
• Tool Experience  – G Suite, Medallia, Qualtrics, Sprinklr, User Voice, Excel, JIRA, Asana
• Proven track record of driving global surveys and customer research
• Strong fluency with data and analytics, with SQL skills preferred
• Experience in metric development and maintenance at the company level (CSAT, NPS, Effort Score), 
• Highly skilled at working seamlessly across multiple stakeholders and functions
• Highly organized, with the ability to track numerous programs, projects, and tasks
• Confident and comfortable when working with other functions at various levels
• Strong work ethic that blends well with a hard-working team of peers
• Proven track record in understanding and presenting data and success metrics
• Strong presentation skills, ability to synthesize data and insights into meaningful stories
• Curious learner with passion for customer insights-to-action.

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.