Senior Manager, Experience Research

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 connect with communities in a more authentic way. The Community You Will Join: Research has been part of Airbnb from the beginning, ever since Paul Graham told the Airbnb founders, "go to your users." As designers, the founders embraced this advice and got on a plane to meet with Airbnb Hosts that very weekend. Since those early days, the value of research has been baked into Airbnb’s product culture. The Experience Research team’s mission is to provide the robust, rich, and actionable research that product teams need at every stage of the product development cycle. As a researcher, you are embedded with a team of designers, PMs, and other cross-functional partners. The Difference You Will Make: We are looking for a Senior Staff Manager to drive insights across multiple teams within Global Operations, including Privacy, Trust, Community Support, Agent Tooling, and Safety. In this role, you will manage a team of researchers, conduct thought leadership research, partner with other Research leaders, and work with stakeholders to ensure that our product solutions meet Airbnb’s high quality bar. A Typical Day:

• Lead research strategy across Global Operations, ensuring that these experiences drive value for our community and meet Airbnb’s high quality standards.
• Conduct and advise on qualitative and quantitative studies within core focus area and as a member of UX Research Leadership across the UXR team.
• Facilitate alignment among Product Managers, Designers, Writers, Customer Support teams, and partner organizations on project plans including goals, scope, and timeline.
• Collaborate closely with other leads and adjacent teams to identify new or foundational research questions, anticipating the needs of the organization and informing early decision making.
• Communicate effectively with stakeholders from across the company, including senior leadership.
• Lead, manage, coach, and mentor a team of individual contributors to deliver insights across the wide variety of areas within Global Operations.
• Execute in a fast-paced environment with ambiguity.

Your Expertise:

• 12+ years industry experience, using both qualitative and quantitative research methodologies.
• 5+ years managing UX researchers.
• Experience with a wide range of qualitative and quantitative research methodologies and a strong understanding of industry best practices.
• A demonstrated track record of delivering impactful insights within complex or technical problem spaces.
• Exceptional written and verbal communication skills.
• Strong experience managing in a remote working environment.
• Past work in a horizontal product space.
• Past experience leading research in at least one of the following areas: Trust, Safety, Customer Support, Privacy, or a related area.

Bonus experience:

• Advanced degree in Human-Computer Interaction, Sociology, Psychology, Anthropology, Cognitive Sciences.
• Background in leading research on sensitive topics.
• Experience in multiple areas of Trust, Safety, Privacy, Customer Support, and identity.
• Past close collaboration with other research functions, including Market Research or Consumer Insights

Your Location: We are open to candidates in multiple locations within the US, but we ask that you are able to work Pacific Time Zone work hours as needed. This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range $208,000—$260,000 USD Apply tot his job Apply To this Job