Manager, Knowledge Management

1 month, 1 week 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 a team of content professionals responsible for capturing, curating, and codifying knowledge.
  • Collaborate with peer managers on content strategy, lifecycle, tooling, information architecture, AI enablement, and talent development.
  • Partner cross-functionally with teams across process design, training, quality, planning, program management, product, engineering, legal, policy, service delivery, and analytics.
  • Coach, mentor, and develop team members through goals, feedback, skill-building, and succession planning.
  • Communicate the role of knowledge management to leadership and ensure agents have needed information available.
  • Oversee processes and programs that improve content accuracy, accessibility, availability, usability, and effectiveness.
  • Act as the direct owner for content-related urgent issues, including triage, stakeholder alignment, rapid guidance, and retrospectives.

Requirements

  • 10+ years of experience in content management, knowledge management, or a related field.
  • 4+ years of experience leading content creators, content strategists, technical writers, and/or editors.
  • Track record of providing coaching, feedback, and professional development to team members.
  • Proven understanding of emerging digital and knowledge management trends.
  • Ability to provide thought leadership and inspire innovation in content and knowledge management.
  • Extensive familiarity with content management systems such as ContentStack.
  • Experience with operational and project management tools such as Airtable and Asana.
  • Experience with AI solutions and tools.
  • Familiarity with taxonomy and information architecture concepts.
  • Experience working with customer service and/or operations teams in matrixed global organizations is highly desirable.
  • Agile training, certification, or experience, including scrum, kanban, or nimble, is a big plus.
  • Must be based in the United States or Canada.
  • Remote eligible in the U.S., with occasional office or offsite work possible.
  • Travel may be required up to 10% of the time.

Benefits

  • Base salary range of $160,000 to $200,000 USD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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