About the Job
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to conne...
The Content & Knowledge Management (CKM) team that you would join makes accurate and authoritative information available at scale by creating, editing, and managing metadata and support content—including the public Help Center and internal knowledge bases—used by customers, CS agents, and consuming applications, inc...
The Senior Manager, Content & Knowledge Architecture will help establish and evolve the emerging discipline of content engineering—designing, structuring, delivering, and managing content so it’s strategic, scalable, consumable across surfaces, and efficiently adjusted, rather than a collection of one-off articles o...
Key Responsibilities
Define and champion the evolving discipline of content engineering within CKM, establishing standards for how knowledge is structured, stored, and delivered across surfaces and applications.
Own the roadmap for metadata, taxonomy, and information architecture that determines how content is organized, discovered, and reused.
Partner with Product and Engineering to define and prioritize tooling investment that improves content quality, efficiency, and innovation.
Establish governance frameworks that embed standards and quality checks directly into content creation, review, and publishing workflows.
Define the metrics and reporting that give leadership visibility into content health, coverage, and performance, as well as authoring efficiency.
Steer cross-functional coordination that keeps CKM content aligned with product launches and other business needs.
Lead and develop the managers and senior team members in your group: set clear goals, give candid feedback, and hold each accountable for results.
Own talent decisions for the group, including hiring, calibration, promotion, and succession planning, applying clear leveling criteria so people are developed and recognized fairly.
Define roles and ownership across taxonomy and ontology, tooling and AI-focused optimization, and content operations planning, so everyone in the group knows what they own, what they influence, and where work hands off.
Set priorities and allocate resources and capacity across the group’s programs and roadmap.
Coach managers on team design and career development for their own teams, and help senior team members grow toward their next role. Sponsor a diverse group of talent and model Airbnb’s belonging behaviors.
Build strategic relationships with senior leaders across Product, Engineering, Analytics, and Design, among others, to ensure knowledge systems keep pace with company-wide priorities.
Champion a culture of technical and data fluency, editorial and operational excellence, and continuous improvement across a diverse team.
Required Skills & Abilities
12+ years of progressive experience in content strategy, content operations, or knowledge management, including substantial experience with content systems, taxonomy, and/or information architecture at scale.
5+ years of managing managers, with a track record of developing high-performing, distributed teams, and steering them toward a shared strategy and standard.
Hands-on experience owning talent decisions, including hiring, performance management, calibration, and succession planning.
Experience in customer support, contact center operations, or a similar global service organization is a plus.
Advanced degree in a relevant discipline (Computer Science, Information Science, Technical Writing, or similar) — or equivalent practical experience.
Deep expertise in content strategy, knowledge management, and information architecture, with a demonstrated understanding of AI/ML applications in content operations.
Expert knowledge of content management systems and authoring tooling; practical experience with AI-powered content optimization.
Comfortable partnering directly with engineers on system architecture, data structures, and retrieval mechanics — deep technical fluency is essential.
Collaborative, solution-oriented, and able to execute at scale across genuinely distinct disciplines.
Highly developed executive presence, with the ability to build and present business cases to VP/C-level stakeholders.
Proven ability to steer and shape the work of multiple related teams and their leaders, removing ambiguity for executing parties and raising the capability of an already-strong team.
A proven people leader who hires, develops, and retains senior talent, coaches leaders through growth and difficult conversations, and builds an inclusive team where people feel they belong.
Skilled at joining an established team and leading it through change: earns trust quickly, respects existing expertise, and aligns leaders around shared goals.
