Visual Designer, Digital Products
Quotient
CloudDrupalWordPress
Salary
💰 $160,000 - $200,000 per year
Job Level
SeniorLead
Tech Stack
Drupal
About the role
- Lead, mentor, and develop the Help Center content team to deliver world-class self-service support experiences for Airbnb’s global community.
- Shape the strategic vision, goals, and key performance indicators for Help Center content; drive team accountability for outcomes aligned to Airbnb’s business and customer service priorities.
- Collaborate effectively with cross-functional partners to evolve self-service content, its supporting architecture, and strategies for delivery and discovery.
- Champion data-driven content and user experience decisions utilizing analytics, insights, and experimentation to measure impact, identify gaps, and drive continuous improvement.
- Oversee content planning, production, and governance—ensuring quality, accuracy, consistency, and brand alignment across all public-facing support materials maintained by the team.
- Evaluate and rationalize technical and operational enhancements, coordinating projects to advance search, navigation, accessibility, consumability, and internationalization.
- Build frameworks and scalable processes for authoring, editing, reviewing, organizing, and optimizing, enabling global operational excellence.
- Represent the Help Center team in strategic and executive-level conversations, surfacing recommendations, risks, and resourcing needs.
- Foster a culture of inclusion, curiosity, and collaboration within the team and broader organization, stewarding talent development and engagement.
Requirements
- Bachelor’s Degree or equivalent professional experience in Communications, Content Strategy, Information Management, or related fields.
- 8+ years of experience in building and managing large-scale customer support content programs or digital knowledge platforms (preferably global, multi-language).
- Demonstrated leadership experience managing high-performing content, UX, or product teams in a fast-paced, matrixed organization, with dedication to identifying, developing, and enabling talent.
- Deep expertise in content architecture, strategy, and operationalization, with a strong understanding of knowledge management and self-service support.
- Proven track record in delivering measurable improvements in user experience, business impact, and operational efficiency via data-driven methodologies.
- Fluency in content style standards, governance frameworks, and tools such as enterprise CMS (e.g., ContentStack, Drupal) and analytics platforms.
- Mastery of cross-functional program/project management and stakeholder engagement, with the ability to influence and communicate effectively at all levels of the organization.
- Deep understanding of customer service, contact center operations, and digital support workflows across multiple channels and languages.
- Highly adaptable and capable of navigating ambiguity; proven innovator willing to challenge conventions and foster transformative solutions.
