The Director of Digital CS Experience Management leads an interdisciplinary organization of digital experience operations management (channel performance and digital) as well as global digital strategy and vision for innovation, leverage and scale for Airbnb’s Community Support Platform (CSP) organization. This cross-functionally experienced global leader will influence the digital experience strategy through strategic and operational capability creation and management across digital product and operational content while being responsible for vision, milestone plans, core operating metrics, and developing resources. 

The experienced Digital Experience leader understands the importance of business results and outcomes achieved with clear measures and can contextualize these results in guiding strategy and responsive levers to drive the global digital operations business forward while improving the experience of the Airbnb Community. In addition, this leader is an expert in the digital experience and operation management space, consistently looking for opportunities to test, optimize, and innovate our community’s experience to a digital self-service first approach vs. contact center first approach. We are looking to transform how we scale to a digital-first mindset and this role will help us drive change in a material way.

The Director of Digital CS Experience Management is responsible for providing executive level management for enterprise level digital community experience initiatives, defining digital-first strategy and requirements leveraging cutting-edge technology, products, tools and operational knowledge to both influence and drive platform innovation and global support operations at scale. This leader will develop end to end initiative plans, resource assessments and organizational recommendations to successfully support their direct team and broader Digital Management team across functional areas. The Director will lead a team of experienced Managers and individual contributors investing heavily in their career growth and talent development in line with Airbnb core values and mission and achieving outcomes that will be career defining and industry shaping.

This transformational leader has a passion for driving resolution of issues as simply and efficiently as possible and providing world-class digital-first support in an effective and streamlined way that motivates you to continue to demand excellence in creating exceptional customer experiences for customers and for the business.

Who You Are

• A world-class talent cultivator. Leads the growth and development of your team through career planning, leadership training and development, and regular talent assessment
• Champions initiatives to drive operations and technology innovation and process change in support of the Digital Experience opportunity
• Creatively identifies solutions that drive leverage and scale that meet business and customer needs, often influencing across product, technology and operations
• Provides clear and measurable expectations to team members and business teams
• Leads by example, creating a positive, diverse, inclusive, and empowered work environment
• Thrives in a data driven, customer curious, results driven environment

Responsibilities

• Work directly with the Global Director of Community Support Platform, Director of CS Digital Product Management, and Global Content and Knowledge Ops leader to drive an intuitive, community facing and business driving digital operations experience
• Partner closely with CS Platform Product Management teams in building roadmaps and project plans for digital experience management functionality, capabilities & testing, including relevant personalization tests and self-service optimizations
• Partner with the VP Community Support and Community Support senior leadership team to develop and update strategic plans for the digital experience based on business priorities, industry trends and Community insights.
• Collaborate closely with digital content operations teams, including SEO management, digital content creators, writers, and user experience design
• Thinks end to end about the holistic Airbnb business, assessing impact of technical changes to the community experience and the funnel to global operations. Is influential in driving decisions based on Airbnb ops metrics and platform analytics, resource capacity, and supporting the community experience of the future via data driven decision making
• Responsible for managing the quality and accuracy of the end-to-end experience across all digital and operational content delivered externally and internally
• Develops and maintains strong, collaborative relationships with members of Marketing, Creative, Brand Management, Editorial, Web Content SEO Developers partners to successfully lead digital execution of Airbnb campaigns while identifying optimization opportunities across support experiences
• Builds alignment with leadership and cross-functional teams on priorities of scaling opportunities and continuous improvement areas
• Creates and conducts regular digital experience leadership forums to foster open communication around progress, feedback, and expectations
• Responsible for setting strategic direction and goals across direct reports to meet ongoing business and technology objectives
• Engages actively as an influential leader in the Community Support Leadership team
• Acts as career coach and mentor to all Digital Experience Management team members

Qualifications 

• 10+ years digital/customer ops program and project management experience
• 5+ years managing large-enterprise scale digital operations and technology projects and initiatives
• Exceptional communication skills at all levels, from individual and team-level, up to C-suite.
• Ability to effectively influence and communicate cross functionally in highly matrixed organizations
• Strong attention to detail and ability to drive focus for teams based on measurable outcomes and results
• Adept at strategic planning and prioritization tied back to business goals
• Compassionate people leader with a vision who inspires those around to bring the best version of themselves
• Demonstrated track record of leadership.  Ability to lead and influence teams to achieve outcomes
• Experience working with a customer service team and/or operations team is a big plus

The starting base pay for this role is between $215,000 and $275,000. The actual base pay is dependent upon many factors, such as: education, experience, and skills. 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.