Social Media Manager, Social Reputation

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 will join: The Channel Communications team at Airbnb is responsible for driving positive conversation and buzz about Airbnb via social media, influencers, and more. We are dedicated to maintaining and protecting our brand reputation across all social media channels. The difference you will make: The Social Reputation team is seeking a Social Media Manager to lead a cross-regional team and safeguard Airbnb’s narrative across social platforms. The ideal candidate is a social media native with expertise in social listening and a demonstrated ability to respond swiftly to emerging issues and crises. We’re looking for someone with a proven track record in team management, capable of juggling multiple projects and tasks, who is proactive in problem-solving, excels in stakeholder relations, and thrives under tight deadlines and shifting priorities. A Typical Day: In-the-know of daily emerging issues across all social media channels, identifying trends and potential risks in real time Assist with reporting and data collection, including quarterly reports, social listening insights, deep dives, performance analytics and quality assessments Evaluate the need for response strategies and communicate proactively with leadership and key stakeholders to ensure alignment Assess and measure the effectiveness of campaigns and projects, leveraging data to drive continuous improvement Manage cross-regional teams by coaching, delivering feedback, and fostering a high-performance culture Conduct quality assurance reviews to ensure our social presence is accurate, timely, and impactful Leverage continuous improvement and operational expertise to optimise workflows, drive efficiency, and deliver results across all business functions Foster strong stakeholder relationships across Community Support and Communications, collaborating on initiatives involving Trust Operations, Policy, Regulatory, Corporate and Crisis Management, Product, Marketing, and Reputation Develop and deliver training and process materials, creating playbooks and guidance on best practices for rapid social media response Support and lead initiatives and projects with regional and global impact Draft, approve, and publish content across various social media channels Provide coverage for Lead’s duties in their absence and/or as needed Your Expertise: 5+ years of demonstrated experience in social media, communications, customer service, strategy, crisis, and project management Proven leadership skills with a track record of delivering results to a cross-regional team in fast-paced environments, including (but not limited to): coaching and developing high-performing teams fostering collaboration across diverse stakeholders managing multiple projects simultaneously driving operational excellence through strategic problem-solving and continuous improvement initiatives Exceptional written and verbal communication abilities, adept at influencing stakeholders at all levels across the organization Strong business acumen with advanced problem-solving, analytical, and critical thinking skills Experienced in driving new projects and initiatives from ideation through execution Highly organised with the ability to manage multiple projects and tasks simultaneously Confident and effective when collaborating with diverse stakeholders and functions at various organizational levels Proficient in utilising data tools to extract insights and develop reports and deep-dive analyses Capable of producing high-quality work under tight deadlines and adapting quickly to shifting priorities Genuine pas ... (truncated, view full listing at source)