Senior Manager, Experience Research

Summary

Join Airbnb's Experience Research team as a Senior Staff Manager to lead research strategy across Global Operations teams, including Privacy, Trust, Community Support, Agent Tooling, and Safety. You will manage a team of researchers, conduct thought leadership research, partner with other Research leaders, and work with stakeholders to ensure high-quality product solutions. A typical day involves leading research strategy, conducting qualitative and quantitative studies, facilitating alignment among teams, collaborating with other leads, communicating with stakeholders, and mentoring a team. The role requires 12+ years of industry experience, 5+ years managing UX researchers, and expertise in various research methodologies. The position is US-remote eligible, with occasional office work or offsites.

Requirements

• 12+ years industry experience, using both qualitative and quantitative research methodologies
• 5+ years managing UX researchers
• Experience with a wide range of qualitative and quantitative research methodologies and a strong understanding of industry best practices
• A demonstrated track record of delivering impactful insights within complex or technical problem spaces
• Exceptional written and verbal communication skills
• Strong experience managing in a remote working environment
• Past work in a horizontal product space
• Past experience leading research in at least one of the following areas: Trust, Safety, Customer Support, Privacy, or a related area

Responsibilities

• Lead research strategy across Global Operations, ensuring that these experiences drive value for our community and meet Airbnb’s high quality standards
• Conduct and advise on qualitative and quantitative studies within core focus area and as a member of UX Research Leadership across the UXR team
• Facilitate alignment among Product Managers, Designers, Writers, Customer Support teams, and partner organizations on project plans including goals, scope, and timeline
• Collaborate closely with other leads and adjacent teams to identify new or foundational research questions, anticipating the needs of the organization and informing early decision making
• Communicate effectively with stakeholders from across the company, including senior leadership
• Lead, manage, coach, and mentor a team of individual contributors to deliver insights across the wide variety of areas within Global Operations
• Execute in a fast-paced environment with ambiguity

Preferred Qualifications

• Advanced degree in Human-Computer Interaction, Sociology, Psychology, Anthropology, Cognitive Sciences
• Background in leading research on sensitive topics
• Experience in multiple areas of Trust, Safety, Privacy, Customer Support, and identity
• Past close collaboration with other research functions, including Market Research or Consumer Insights

Benefits

Bonus, equity, benefits, and Employee Travel Credits