Responsibilities

• Own end-to-end program delivery including selection and vetting, onboarding and offboarding, feedback sessions, engagement channels, events and the recognition and compensation strategy for members.
• Own operations with Legal including NDAs, participation agreements and renewals to maintain program integrity
• Build and own direct one-to-one relationships with Board members, acting as their primary point of contact and monitoring sentiment and engagement to sustain a highly trusted group over time.
• Synthesize Board feedback into clear, actionable readouts for senior stakeholders across Product, Policy, Marketing, Design, Partnerships and Research, and represent the Board's voice internally.
• Develop playbooks that evolve as we learn for the execution of the program, how to uplevel and increase influence across Airbnb.
• Own the feedback session pipeline in partnership with Product, Policy, Marketing and Business, scheduling and prioritizing topics most relevant to company roadmap
• Own community escalations end to end. Track them to resolution and close the loop with the member — and flag anything that signals a broader product or policy issue.
• Direct the central Voice ops team on day-to-day coordination, member support and logistics.
• Plan and deliver global and local guest workshops, partnering with regional teams to source participants, facilitate sessions and produce readouts for internal stakeholders.
• Support the execution of pilots that test new approaches to guest community partnering with cross-functional teams to scope, resource, execute, report and evaluate them.

Requirements

• 10+ years of experience in community engagement, program management or research, with a track record of building strong relationships with customers or community members.
• Demonstrated expertise in building a program from the ground up, including designing strategy, securing stakeholder buy-in and building execution processes designed to scale over time.
• Proven ability to influence and work cross-functionally with Product, Design, Policy, Research and Marketing teams — including shaping strategy and running pilots, not just gathering feedback.
• Skilled at synthesizing complex, qualitative feedback into clear, high-level insights and executive-ready reporting.
• Self-starter, comfortable with ambiguity, able to work independently while proactively addressing challenges in a new program.
• Excellent verbal and written communication skills, with the ability to build trust with a small, high-touch group of external members as well as senior internal stakeholders.
• Passion for Airbnb's guest and travel community, and for connecting what you hear from guests to internal stakeholders and decision-making.