Principal Planning Partner, Content

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You'll Join** You will become a key member of the Community Support Planning team within Global Operations. This team leads the end-to-end roadmap planning process for Airbnb's community support. It ensures that initiatives and programs are prioritized according to our global strategy and our commitment to delivering an exceptional customer experience. We are a global team with expertise in strategic planning, stakeholder management, cross-functional collaboration and organizational effectiveness. **The Difference You'll Make** As Principal Planning Partner, Content, you will play a critical role in the success and satisfaction of our customers through rigorous relationship management and strategic collaboration. You will support one or more product areas and serve as the primary point of contact for the content managers, writers and strategists in those areas. You will ensure end-to-end planning and coordination of every launch that affects community support content. You will make sure communication is clear, objectives are aligned, and content is delivered on time and at a high level of quality at launch. You will proactively identify opportunities to add value while addressing potential challenges, always keeping in mind the goal of delivering measurable results for our customers and for the business. Your ability to build trusted relationships with partners in content, product, engineering, marketing and legal, combined with your strategic mindset and disciplined execution, will help ensure smooth launches and the success of our customers and our organization. **A Typical Day** - Engage proactively with cross-functional partners and stakeholders: regular check-ins, communication of planning timelines and upcoming milestones, feedback sessions. The goal is to build trust and ensure alignment with their goals and objectives. - Identify in advance everyone responsible for each launch: the writer and the content strategist for the affected content; the people responsible for approving content for marketing, legal and technical expertise; localization partners; and cross-functional partners such as taxonomy, training, the resource center, Biztech and other project managers whose work is related. - Develop the content calendar and communicate it to everyone who requests content and to everyone who approves it. To do so, collect the unavailability dates of approvers and allow time for content audits, writing, technical accuracy review, marketing review, legal review and localization, as well as a buffer for unforeseen events. - Plan and run the series of meetings for each launch: the launch information-gathering session with product, engineering and launch readiness teams; content audit sessions; a pre-launch meeting with marketing; a recurring weekly launch status meeting with the content team and technical experts; and, on launch day, a "Mission Control" meeting and a Slack channel. - Work with strategists during content audits to identify all affected content, prioritize its impact (P1: launch day; P2: short-term follow-ups; P3: all other items), ensure a ticket is opened for each affected article, and flag UI-related content and localization requirements. - Prepare and send a weekly status report to content managers and content owners, including the list of affected articles and their P1/P2/P3 status, so that risks (audit schedule, overdue approvals, launch date changes) are visible quickly. - Anticipate risks and issues and proactively develop mitigation strategies (go beyond simply tracking status and drive issues to resolution). Maintain a process for identifying late content requests and flagging them as "at risk." - Regularly send reminders to people with launch responsibilities and, when approvers do not respond asynchronously, schedule live approval meetings with marketing, engineering, legal and other stakeholders. - Prepare cross-functional communications for partner teams affected by our work, such as localization, Biztech, knowledge management and training. - Coordinate real-time publishing on launch day, once the green light is given by the launch readiness team, so that the content team knows it can publish safely. - Attend launch meetings, real-time coordination sessions and contact center sessions organized by other teams in order to be the voice of the content team, provide updates, answer questions and keep the content team informed of emerging issues. - Relieve writers of logistical questions, obtain missing information and approvals, and remove obstacles so they can focus on content. - Prepare a launch report for leadership describing what was published and content performance, and maintain a record of published content to support reporting, highlight successes and document lessons learned. - Track and report on the status of cases escalated after launch. - Foster continuous improvement and simplification of content planning processes, and set up feedback mechanisms that communicate follow-up actions to partners and stakeholders. **Your Expertise** - At least 8 years of experience in strategic planning, program management or business operations roles, with a proven track record of success. - Proven experience leading cross-functional planning or portfolio management processes, with exposure to senior leadership. - Exceptional communication skills (oral, written and presentation) with people at all levels of an organization. - Strong problem-solving and analytical skills, as well as a good understanding of systems implementation and change management. - Proficiency with remote collaboration and project management tools such as Asana, Jira and Airtable. - Strategic mindset and strong organizational skills, and the ability to work collaboratively with different teams. - Practical knowledge of the software product lifecycle and development methodologies. Hands-on experience with Agile methodology is an asset. - Proven ability to defuse tense situations and resolve conflicts professionally and empathetically. - Ability to manage multiple launches and competing priorities simultaneously, while ensuring deliverables are met on time and within project scope. - Comfort with changing priorities and ability to propose solutions in a dynamic, ambiguous and fast-paced environment. - Experience planning or coordinating content, knowledge management or product launches. **Your Location:** Due to the nature of this role, the successful candidate must be based in Canada in order to perform the job. Currently, employees may be located in: British Columbia, Ontario, Quebec, Alberta or Saskatchewan. This list is continually updated; please check with us whether the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work. **Our Commitment to Inclusion and Belonging:** Airbnb is committed to working with the widest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and allows us to attract creative people and develop the best products, services and solutions. All qualified individuals are encouraged to apply. We also strive to offer an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: raisonnableaccommodations@airbnb.com. Please include your full name, the position you are applying for and the accommodations needed to help you in the recruitment process. We ask that you contact us only if you are a candidate whose disability prevents you from completing our online application. * * * _We use automated tools to help our recruiting team efficiently review a large number of applications. All final hiring decisions are made by a human._ _This role is a vacancy within the organization._ **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Canada Annual Pay Range $102,000—$128,000 CAD **Reasonable Accommodations:** We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. **A Note on Recruiting Scams:** Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ [airbnb.com](http://airbnb.com) or @ [ext.airbnb.com](http://ext.airbnb.com) email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.