Airbnb Survey Ops Program Manager 

United States 

906945689

The Community You Will Join:

• Every day, Airbnb Hosts offer unique stays and experiences for guests at millions of Airbnb listings around the world. To better understand the needs of Hosts, guests, and communities, Airbnb continually listens to customer feedback. This feedback makes it possible for Airbnb to improve our platform and services, and the way we do business.
• Within Global Operations, the Survey Ops Program Manager will be part of a broader network at Airbnb focused on listening excellence. In this role, you will contribute to global listening strategy, metric development, and listening frameworks for business stakeholders.

The Difference You Will Make:

• You will own listening framework requirements for stakeholder teams, survey program management, digital listening funnels, survey vendor relationships, voice of customer analyses, and voice of customer dashboards. You will be an expert on key metrics and any impacts to these metrics from a survey audience or survey operations perspective, at any given time. This role will also partner across teams on a backlog of experiential fixes, and regularly present updates at relevant stages of the survey livecycle: survey requirements, operations, designs, plans, analyses, insights and findings.

A Typical Day:

In this position, you will own listening channels that contribute to our Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights. Your area of listening will be focused in terms of building out frameworks and requirements for targeted audiences and stakeholder teams. Projects you own will include surveys, feedback tools and research projects, as well as dashboards, summary analyses and survey metric reporting. You will regularly connect with vendors supporting surveys and research, produce dashboards and analyses as needed, and represent your immediate team across broader international and cross-functional employee working groups.

Competencies:

• Analytics - Ability to pair quantitative results and qualitative inputs into meaningful views for stakeholders. Regular review and analysis of NPS and CSAT as key performance metrics. Fluency with dashboard requirements and planning in line with multiple stakeholder needs. Synthesis of all data views and insights into presentations that effectively tell stories and facilitate relevant next steps.
• Survey Program Operations – Proven experience building out survey requirements and maintaining processes that facilitate survey program delivery. Strong customer stakeholder orientation to enable success and address critical needs. Familiarity with program management tools such as JIRA and Asana, and prioritization processes that govern survey roadmaps. Clear understanding of survey governance across multiple surveys, process documentation, and DACI. Excellent cross-functional collaboration skills and ability to influence.
• Survey Platform Optimization

Your Expertise:

• BA required. MBA or equivalent experience preferred. CCXP, PMP or Net Promoter Certified a plus.
• Business and data analysis, and project management experience, plus 6-10 years business analytics, experience in customer advocacy, customer experience.
• Experience in support operations, hospitality, technology and/or start up environments ideal.
• Tool Experience – G Suite, Medallia, Qualtrics, Sprinklr, User Voice, Excel, JIRA, Asana
• Proven track record of driving global surveys and customer research
• Strong fluency with data and analytics, with SQL skills preferred
• Experience in metric development and maintenance at the company level (CSAT, NPS, Effort Score),
• Highly skilled at working seamlessly across multiple stakeholders and functions
• Highly organized, with the ability to track numerous programs, projects, and tasks
• Confident and comfortable when working with other functions at various levels
• Strong work ethic that blends well with a hard-working team of peers
• Proven track record in understanding and presenting data and success metrics
• Strong presentation skills, ability to synthesize data and insights into meaningful stories
• Curious learner with passion for customer insights-to-action.