Agent Comms Strategist

The Community You Will Join:

Our Content & Knowledge Management Team is growing and we want you to be part of it! The Agent Comms team will centralize and streamline efforts to broadcast messages for support agents to learn about critical and urgent changes, such as product or feature launches, major workflow redesigns, natural disasters, outages, and more, through current and future iterations of existing agent-facing tools.

The Difference You will Make:

As an Agent Comms Strategist, you are entrusted with shaping the strategic direction of agent communications, leveraging cross-functional relationships and advanced insights to enhance the effectiveness of messaging in concert with a knowledge strategist. This role ensures alignment and coordination among upstream and downstream stakeholders to create impactful updates for agents.

A Typical Day:

• Build, maintain, and develop partnerships with upstream and downstream stakeholders to align communication priorities with organizational goals.


• Monitor and refine editorial calendars for maximum impact and alignment across content delivery systems.


• Collaborate with cross-functional teams to ensure communication and learning strategies enhance agent readiness and efficiency.


• Act as a thought leader in assessing and improving the team’s communication tools and workflows.


• Evaluate agent feedback cycles and effectiveness metrics to recommend strategic changes for various Agent Comms audiences.


• Inform long-term communication objectives and strategies for the Agent Comms team, and influence agent tooling roadmaps by working closely with the Knowledge Strategist.


• Provide mentorship and guidance to the Agent Comms team to improve role clarity and performance outcomes.

Your Expertise:

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  • Required Qualifications: Bachelor’s degree in Communication, Information Architecture, Learning/Education, Business Administration, or a related field; 7+ years of relevant experience in strategic communication or stakeholder engagement.
  
  
  • Preferred Qualifications: Demonstrated experience in strategic planning, project management and tool development in a support or communications context.
  
  
  • Core Skills: Advanced strategic thinking, cross-functional leadership, data-driven decision-making; proficiency in communication technology systems.
  
  
  • Travel Requirements: Minimal travel, primarily for strategic planning and leadership forums.
  
  
  
  Personality Traits: Visionary, analytical, collaborative, leadership-oriented, and adaptable.

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.