Airbnb is hiring a
Survey Ops Program Manager

Summary

Join Airbnb's Global Operations team as a Survey Ops Program Manager and contribute to global listening strategy, metric development, and listening frameworks for business stakeholders.

Requirements

• 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)

Responsibilities

• 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
• Be an expert on key metrics and any impacts to these metrics from a survey audience or survey operations perspective, at any given time
• Partner across teams on a backlog of experiential fixes, and regularly present updates at relevant stages of the survey lifecycle: survey requirements, operations, designs, plans, analyses, insights, and findings
• Own listening channels that contribute to our Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights
• Build out frameworks and requirements for targeted audiences and stakeholder teams, including surveys, feedback tools, and research projects, as well as dashboards, summary analyses, and survey metric reporting

Benefits

US - Remote Eligible