Senior Host Communications Channels Lead

Summary

Join Airbnb's Community team as a Sr. Host Communications Channels Lead and make a significant impact on the experience of over 5 million Hosts worldwide. You will be responsible for the Resource Center, Airbnb’s central learning and communication platform. This role involves shaping the content management system (CMS), digital asset management (DAM), and internal content workflows. You will lead the scaling of learning experiences, build long-term trust, and deliver meaningful results for both hosts and Airbnb. A passion for clarifying complex systems and leveraging channels for host education is essential. This is a remote-eligible position within the US.

Requirements

• 10+ years of hands-on CMS skill on large-scale digital platforms, including managing, delivering, and optimizing content to create seamless user experiences (Contentstack experience is a plus)
• Experience implementing a learning management system (LMS) or scaling interactive, personalized modules within a CMS
• Skill partnering with technical teams to explore and integrate AI-driven enhancements into content platforms
• Deep cross-functional collaboration with engineering, product, design, communications, marketing, localization, and customer support teams
• Data-driven decision-maker with a strong understanding of user insights, product analytics, and market research
• Outstanding technical communication skills and a working knowledge of product development
• Confidence partnering with engineers to resolve bugs and improve platform performance
• Capable of writing clear, comprehensive technical briefs that align platform goals across product, design, and engineering teams
• Strong written and verbal communicator with experience engaging diverse audiences, including executive leadership and external partners
• Experience managing teams, agencies, or vendors in cross-functional environments

Responsibilities

• Platform Operations and Roadmap : Define and evolve the Resource Center platform in partnership with Engineering, Education, Community, Product, and Design teams. Translate host needs into scalable platform features that align with business goals
• Content Performance : Oversee CMS operations, including content uploads, system configuration, and tool integrations. Monitor key performance metrics to inform platform improvements and content strategy
• Site Performance : Align platform features to support community-building initiatives. Regularly assess platform performance through data and insights to optimize user experience and test new features
• Platform Enablement: Train and support internal teams and content creators in using the CMS effectively. Develop documentation, templates, and best practices to ensure efficient content production and ongoing platform adoption
• Module Development: Design and implement modular content experiences that support a variety of Host learning journeys. Collaborate with Learning and UX teams to ensure modules are intuitive, engaging, and adaptable to evolving Host needs
• Content Governance: Maintain CMS standards, taxonomy, and workflows to ensure consistency, scalability, and quality across all educational content. Partner with global teams to localize and manage content at scale
• AI Innovation and Problem-Solving : Share and suggest emerging technologies, tools, and best practices. Bring forward innovative ideas to elevate the Resource Center and off-platform tools to expand our impact on the host community

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits