Airbnb Staff Experience Designer Tooling 

United States 

535026614

The Difference You Will Make:

Design for customer support is a calling. We’re there to ensure every guest’s dream trip goes off without a snag. We’re there to build confidence in every new host as they publish their first listing. And when things don’t go smoothly, we’re the ones to support our customers and agents on the path to making it right. We believe agents deserve world class, AI-driven tools that enable them to quickly get to the root of issues, resolve with a fast, full and fair approach, and serve as genuine ambassadors of our brand. You will design for a wide variety of tooling experiences to support our current products and future opportunities.

Curious tinkering is a must — you are capable of quickly onboarding to a highly technical domain, including applying new technologies, like generative AI, to up-level product experiences and test your hypothesis.

The Staff Experience Designer is an individual contributor (IC) role that will report to a Manager or Senior Manager of Experience Design.

A Typical Day:

• Drive a holistic vision and strategy for agent tooling in close partnership with senior leaders across Product, Engineering, Operations, Research, and UX Writing.
• Lead multiple initiatives from inception to launch, including overseeing the quality of other designers’ work in a fast-paced and ambiguous environment.
• Deliver high-quality and creative designs that both satisfy technical and operational requirements and meet Airbnb Design’s high standards. Advocate for holistic solutions that can scale to support future roadmap needs and features.
• Create system maps, user flows, prototypes, and page-level specs to communicate design decisions to a variety of stakeholders.
• Actively contribute to our design language system and drive consistency of design patterns across tooling.
• Meet with cross-functional team members based around the world. While Airbnb has a policy, you’ll need to meet with cross-functional partners based in Beijing at least once a week outside of regular business hours (5-7 PM PST).

Your Expertise:

• 10+ years of hands-on product design experience, and 2+ years experience leading projects and/or initiatives.
• Domain experience designing for complex domain areas, such as multi-sided marketplaces. Past experience in tooling is appreciated, but not required.
• Proficiency across UX thinking and systems design, interaction design, visual design, and prototyping.
• Track record of designing and shipping high-quality products and user experiences across multiple platforms (e.g. Web, Mobile Web, Android, iOS) for complex domain areas.
• Excellent communication skills, especially communicating complex concepts clearly and persuasively across different audiences and levels of the organization.

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at off-sites, 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. 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.

• While Airbnb has a policy, you’ll need to meet with cross-functional partners based in Beijing at least once a week outside of regular business hours (5-7 PM PST).
• This role will have some West coast hours so please expect to flex toward Pacific Time Zone when needed.

Offices: United States