Knowledge Strategist (Global)

The Community You Will Join:

The Content & Knowledge management team enhances the effectiveness, efficiency, and impact of our Community Support ambassadors by optimizing knowledge management processes and resources. We collaborate closely with various teams to ensure that ambassadors have access to the most current and accurate information. The Knowledge Strategist role is pivotal in shaping how we deliver and manage content, working on large-scale projects that involve curating and streamlining information for our ambassadors. Our team thrives in dynamic environments, managing multiple stakeholders and meeting tight deadlines, with a strong commitment to clarity and accuracy in all communications.

The Difference You will Make:

As a Knowledge Strategist, you will support leadership by translating their vision into actionable business goals and leading them from inception to execution. Your role involves creating content, assessing effectiveness of our content and knowledge management systems, improving user experience, and maintaining efficient knowledge operations. You will also identify process and system improvements and collaborate with Program/Product Managers to enhance the user experience of our platforms. 

You will act as the primary point of contact between our Knowledge Editors, outsourced knowledge operations and Airbnb, supporting change management and coordinating resources for content and knowledge deliverables.  Your keen planning skills and ability to champion data driven improvements will be crucial in achieving our business goals and supporting organizational growth.

This position is based remote within Ireland. 

A Typical Day: 

• You collaborate with content/knowledge developers and cross-functional partners to translate user stories into user documents, release notes, technical documentation, integrated product information, and other types of documentation to achieve assigned project goals.

• You coordinate large-scale projects to deliver initiatives that require changes across multiple knowledge and content platforms.

• You provide technical writing support and decipher directions provided on scripted storyboards, process maps, etc.

• You analyze data and feedback received from our front-line support staff, other users, and cross-functional partners to identify knowledge gaps.

• You work closely with program and product management to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality and effectiveness (SEO, workflow utilization, etc)

• You lead the strategic planning and execution of the multilingual knowledge base expansion, where possible.

• You will be responsible for providing periodic communications to the leadership team, including detailed updates on project timelines, potential risks, emerging opportunities, and overall project progress.

Your Expertise:

• Bachelor’s Degree in Technical Writing, Journalism, Communications, Computer Science, or a related field

• 5+ years of experience in multi faceted technical and instructional content writing

• A strong portfolio showcasing previous technical writing work; including manuals, standard operating procedures, business proposals, professional correspondence, guides, whitepapers, or other relevant documents

• Strong project management skills, with a track record of successfully managing complex / global scale projects

• Ability to navigate ambiguity and adapt to changing priorities and requirements

• Understands the complexities of organizational dynamics and effectively navigates them to build strong relationships and gain support for initiatives

• Exceptional organizational and multitasking abilities, with attention to detail

• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels

• Resourceful and proactive with a problem-solving mindset

• Experience working in a multilingual or global environment is a plus

Preferred Qualifications:

• Master's degree in a related field

• Certification in project management (e.g., PMP, PRINCE2)

• Experience in a tech or digital content company

• Familiarity with content management systems and localization platforms

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.