Host Communications Channels Lead
Lead day-to-day operations for Airbnb's host communications platforms, managing email campaigns, in-app messaging, and the Resource Center for 5M+ hosts worldwide. Requires 5+ years of large-scale content management experience and cross-functional collaboration with product, engineering, and design teams.
Responsibilities
- Build, QA, and deploy content, managing scheduling and audience segmentation to ensure accurate and timely delivery
- Own end-to-end technical development and execution of email campaign operations, from intake through send, ensuring accuracy and alignment with standards
- Configure and publish in-app messaging using reusable modules and personalization tools to deliver targeted host communications
- Maintain content standards, taxonomy, and workflows to ensure consistency, scalability, and quality; partner with global teams to localize and manage content at scale
- Develop and maintain documentation and best practices to support internal teams and content creators in using content management systems effectively
- Contribute requirements and operational feedback to inform the development of scalable features that align with business goals; support feature development by BizTech, MarTech, and Engineering with operational expertise and testing support
- Monitor channel performance through data and insights, flagging opportunities to optimize user experience and support community-building initiatives
- Collaborate with Learning and UX teams to ensure modules are intuitive, engaging, and adaptable to evolving Host needs
- Share and suggest emerging tools and contribute ideas to improve channel operations to expand impact on the host community
- Manage comprehensive campaign operations and execution across multiple simultaneous releases, maintaining high standards for precision, efficiency, and brand alignment
Requirements
- 5+ years of hands-on content management in large-scale digital platforms, including managing, delivering, and optimizing content to create seamless user experiences
- Experience analyzing and improving publishing workflows and campaign operations
- Experience working cross-functionally with product, engineering, design, and data teams
- Confidence partnering with engineers to resolve bugs and improve platform performance
- Outstanding technical communication skills and a working knowledge of product development
- Comfortable gathering and interpreting data, user insights, and product analytics to inform operational decisions and recommendations
- Capable of writing clear, comprehensive technical briefs that align platform goals across product, design, and engineering teams
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