AirCover UX Enablement Manager

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 AirCover team is charged with ideating, building, launching, and managing the AirCover business within Airbnb. We have a huge responsibility to our community of hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years, and we are looking for someone who will help us manage all the tasks necessary to deliver best-in-class services to our community.

The Difference You Will Make:

As an integral member of our team, you will drive innovative, user-centered design across our existing products, both internal and external. The ideal candidate is passionate about understanding users—both our community and our agents—and leveraging data-driven insights to elevate our experience.

You will lead the heartbeat of the organization's operating rhythm to deliver best-in-class 10-star agent, customer experience, and community protection across operations, product, and cross-functional teams—including those enabled by AI systems. You will influence prioritization, drive accountability, deliver improvements, and scale changes through both human and technological levers.

As part of this, you’ll leverage journey mapping that may integrate AI-driven tools and generative AI to design, analyze, and elevate user experiences. This means creating personas, mapping user journeys across all touch points, and generating insights that fuel continuous improvement and innovation.

This role demands a visionary approach: shaping and communicating what agentic, AI-driven UX can deliver—moving beyond technology buzzwords to a future where digital experiences are truly intuitive, responsive, and empowering for every user.

A Typical Day:

• Lead AirCover Agent and Customer Insights Program: Obsessively seek out what is preventing AirCover from delivering 10-star service, and initiate and manage programs that surface systemic user issues and gaps for AirCover.
• 10-Star Service Champion: Drive AirCover customer experience with process and automation improvements; own the configuration and optimization of our customer experience automation systems, including AI bots, workflows, and knowledge tools.
• Be AirCover’s UX Expert: Serve as a trusted UX expert and consultant for teams across the organization. Colleagues will seek your insights and guidance on best practices, design choices, and strategic direction. Your ability to influence, educate, and advise will be key to driving adoption of agentic, AI-enhanced UX solutions.
• Develop and Implement Ops Labeling Strategy: Lead efforts to design, implement, and refine an Ops Labeling strategy—ensuring every customer interaction, case, and resolution path is tagged for root cause analysis, performance monitoring, and upstream fixes.
• Create and Maintain Taxonomy: Develop and maintain robust labeling taxonomies to ensure label completeness and accuracy. This foundation enables targeted improvements in UX, enhancing both human-driven and automated workflows across the service journey.
• Translate Insights into Action: Turn agent, customer, and system insights into actionable plans for product, service, and automation improvements.
• Partner Cross-Functionally: Collaborate with organizational, technical, and cross-functional leaders to improve user experience—including journey mapping, conducting user interviews, and using AI-enabled insights.

About you:

• You pride yourself on delivering outstanding customer experiences using both human-centered and data-driven approaches.
• You are obsessed with customer and agent experience, and you have a strong desire to effect change.
• You have experience managing and influencing multiple stakeholders in complex and ambiguous environments to implement the right changes.
• You have a bias for action—influencing UX prioritization, driving accountability for results, and delivering impactful improvements by scaling changes through both human and AI-powered solutions.
• You confidently illustrate the future of digital and help us envision the experience needed to collectively build an intuition for what the AirCover future looks like.
• You naturally build trust and drive success for stakeholders and business partners.
• You work independently, seeking guidance only in the most complex situations.
• You manage competing priorities while establishing clear expectations and clarity among stakeholders and your direct team.
• You are a strong communicator—able to translate complex user concepts and emerging technologies into a clear, compelling vision and actionable steps for both technical and non-technical audiences. You’ll articulate opportunities, foster understanding across stakeholders, and ensure alignment as we build the next generation of AirCover experiences for our agents and community.
• You drive influence by keeping the business informed on strategic performance metrics, identifying opportunities to improve the customer experience, and driving upstream changes with operations, product, and engineering leaders.

Your Expertise:

• 8+ years of experience in UX, customer experience, consumer research, consulting, product operations, and/or CX automation.
• Deep understanding of user experience and service design principles, systems thinking, information architecture, and visual communication.
• Exceptional written and oral communication skills, capable of presenting complex topics to diverse audiences.
• Familiarity with AI and automation tools used for tagging, tracking, and workflow optimization.
• High proficiency in presentations (Keynote, Google Slides) and process design tools (Figma, LucidChart, Miro, or equivalent).
• Demonstrated ability to operate and deliver effectively within rapidly changing, fast-paced environments, collaborating with technical stakeholders.
• Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics.
• Proven experience and a strong portfolio showcasing the creation and management of service blueprints and user journey maps.

Preferred experience

• Bachelor’s or Master’s degree in UX Design, CX/UX Design, HCI, or related field (or equivalent experience).
• Experience designing or scaling operational labeling strategies within complex organizations or platforms, and leveraging labeled data to drive strategic recommendations.
• Demonstrated experience integrating new tools into existing tech stacks, optimizing automated workflows in complex/multilingual/multi-product environments.
• Familiarity with LLM behavior, prompt design, and knowledge base/training data maintenance for bots and digital assistants.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list