Manager, Knowledge Management

1 hour, 59 minutes ago
Full-time
Lead
Technical Writing and Documentation
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Lead and manage a team of content professionals to capture, curate, codify, and standardize information for human and machine consumption
  • Set clear goals, deliver feedback, coach and develop team members, and build succession plans to grow a high‑performing team
  • Collaborate with peer managers on content strategy, content lifecycle, CKM tooling, information architecture, AI enablement, and talent allocation
  • Partner cross‑functionally with process design, training, quality, planning, program/product management, engineering, legal/policy, service delivery, and analytics to inform roadmaps and negotiate trade‑offs
  • Oversee processes and programs that ensure content accuracy, accessibility, availability, usability, and effectiveness
  • Act as the direct responsible individual (DRI) for content‑related urgencies: triage requests, align stakeholders, coordinate rapid publications for agents and customers, and run retrospectives to identify improvements
  • Advocate and communicate the role of knowledge in support success to leadership and structure the team to ensure both human and virtual agents have the information they need
  • Foster a culture of creativity, innovation, collaboration, and belonging to improve quality, reduce effort, and drive measurable outcomes

Requirements

  • 10+ years of experience in content and knowledge management or related fields
  • 4+ years of experience leading content creators, content strategists, technical writers, and/or editors with a proven record of coaching and professional development
  • Demonstrated, goal‑oriented, data‑driven mindset with strong customer and end‑user focus
  • Proven understanding of emerging digital and knowledge management trends and ability to provide thought leadership and inspire innovation
  • Extensive familiarity with content management systems (e.g., ContentStack), operational/project management tools (e.g., Airtable, Asana), and AI solutions/tools
  • Familiarity with Taxonomy and Information Architecture concepts
  • Experience working with customer service or operations teams in matrixed global organizations is highly desirable
  • Agile training/certification/experience (scrum, kanban, nimble) is a strong plus
  • This role requires candidates to be based in the United States or Canada and may require up to 10% travel

Benefits

  • Base pay range: $160,000–$200,000 USD
  • Role may be eligible for bonus, equity, and benefits
  • Employee Travel Credits may be provided
  • US‑remote eligible with occasional work at an Airbnb office or attendance at offsites (subject to state eligibility)

Interested in this position?

Apply directly on the company website

Apply Now

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