Description

You will lead a cross-regional team to safeguard Airbnb's narrative across social platforms, identifying emerging issues and coordinating rapid response strategies in collaboration with stakeholders. This role involves managing day-to-day social listening, reporting on performance analytics, coaching team members, and developing best practice playbooks to protect brand reputation.

Requirements

• 5+ years experience in social media, communications, customer service, strategy, crisis, or project management
• Proven leadership in fast-paced cross-regional environments, including coaching teams and driving operational excellence
• Exceptional written and verbal communication skills, adept at influencing stakeholders at all levels
• Strong business acumen with advanced problem-solving, analytical, and critical thinking skills
• Experience driving projects from ideation to execution
• Highly organized with ability to manage multiple projects simultaneously
• Proficient in using data tools to extract insights and develop reports
• Ability to produce high-quality work under tight deadlines and shifting priorities
• Passion for Airbnb's mission and proactive continuous learning
• Availability to work Monday-Friday, 9-hour days starting between 6am-8am Dublin time; flexibility for weekends/holidays when needed

Responsibilities

• Identify daily emerging issues across social media channels, spotting trends and potential risks in real time
• Assist with reporting and data collection, including quarterly reports, social listening insights, deep dives, and performance analytics
• Evaluate the need for response strategies and proactively communicate with leadership and stakeholders
• Assess and measure the effectiveness of campaigns and projects using data-driven insights
• Manage cross-regional teams by coaching, delivering feedback, and fostering high performance
• Conduct quality assurance reviews for social presence accuracy and timeliness
• Optimise workflows and drive operational efficiency across all functions
• Foster strong stakeholder relationships across Community Support and Communications
• Develop training materials, playbooks, and guidance for rapid social media response
• Draft, approve, and publish content across social channels
• Provide coverage for Lead's duties when needed