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 Difference You Will Make:
As a Knowledge Strategist you support the delivery of the departmental vision and goals as outlined by Content & Knowledge Management (CKM) leadership. You work closely with CKM leadership and assist with translating vision and strategy into executable business goals. You take ownership of those goals and lead them from inception to execution. This is a full time position based in Seoul.
Your role includes assessing content & knowledge management effectiveness and challenging our ways of working, improving the user experience for both our end users as well as content operations, and assisting with maintaining a well functioning CKM operation.
Your role will require you to work closely with outsourced CKM support functions and be the POC between our outsourced KM operations and Airbnb. In that function you support change management, co-deliver projects and coordinate KM resources to assist with the delivery of content and knowledge management tasks.
You are an experienced content & knowledge management expert who seeks to support the organization by applying your keen planning skills, ability to identify process and systems improvements and collaborate with Program/Product Managers to improve the user experience of any surface we own and support.
A Typical Day:
- You collaborate with content/knowledge developers and cross-functional partners to translate user stories into user documents, release notes, technical documentation, integration product information, and other types of documentation to achieve assigned project goals.
- You coordinate large-scale CKM projects and work with other team members and cross-functional partners to deliver initiatives that require changes across multiple knowledge and content platforms.
- You work closely with program and product managers to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality and effectiveness (SEO, workflow utilization, etc).
- You provide technical writing support and decipher directions provided on scripted storyboards, process maps, etc.
- You collaborate with Regional Partner Management teams to drive site(s)/market performance; incl. working cross functionally between Quality, Business Process Improvement and Site Leads to identify knowledge gaps and resolve them.
- You coordinate outsourced KM operations, oversee assigned deliverables and evaluate performance
- You will maintain localized (CJK) Service Catalogue, KM Manual, operating model to ensure efficiency and business continuity, if applicable.
Your Expertise:
- 3+ years of experience in multi faceted technical and instructional content writing or relevant experience
- 2+ years of experience in a content project management function or relevant experience
- Native or near-native proficiency in English and Mandarin (Simplified Chinese), with demonstrated excellence in writing, editing and proofreading in both languages.
- Expert in adopting and optimizing style standards
- Experience working with C/KM systems (Drupal, Confluence, ContentStack, etc.)
- In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences
- Proven ability to work in a multicultural, multilingual and global organisation; highly familiar with the dynamics and culture of working in global teams.
- Demonstrable organizational and time-management skills; ability to manage large, complex, cross-functional project that require deep collaboration and coordination across initiatives and programs
- Attention to detail and driven by delivering impeccable quality
- Critical and creative thinker; you've the ability to negotiate and implement adhoc course corrections to keep assigned tasks/projects on track
- Highly independent, comfortable working autonomously and pro-actively seeks out support to unblock assigned tasks/projects
- Resourceful, adaptable and comfortable with ambiguity; proven experience working in a fast-paced environment
- Experience applying project management methodologies such as PMP, Scrum/Agile; beneficial
- Excellent communication and interpersonal skills with the ability to engage and influence consensus and collaboration
- Experience using data, derive insights, identify and drive continuous improvement initiatives
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.