Survey Ops Program Manager
Airbnb
Survey Ops Program Manager
Job Description
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: Every day, Airbnb Hosts offer unique stays and experiences for guests at millions of Airbnb listings around the world. To better understand the needs of Hosts, guests, and communities, Airbnb continually listens to customer feedback. This feedback makes it possible for Airbnb to improve our platform and services, and the way we do business. Within Global Operations, the Survey Ops Program Manager will be part of a broader network at Airbnb focused on listening excellence. In this role, you will contribute to global listening strategy, metric development, and listening frameworks for business stakeholders. The Difference You Will Make: You will own listening framework requirements for stakeholder teams, survey program management, digital listening funnels, survey vendor relationships, voice of customer analyses, and voice of customer dashboards. You will be an expert on key metrics and any impacts to these metrics from a survey audience or survey operations perspective, at any given time. This role will also partner across teams on a backlog of experiential fixes, and regularly present updates at relevant stages of the survey lifecycle: survey requirements, operations, designs, plans, analyses, insights and findings.
A Typical Day
- Own listening framework requirements for stakeholder teams
- Survey program management
- Digital listening funnels
- Survey vendor relationships
- Voice of customer analyses
- Voice of customer dashboards
- Expert on key metrics and impacts from survey audience or operations perspective
- Partner across teams on backlog of experiential fixes
- Present updates at relevant stages of survey lifecycle: requirements, operations, designs, plans, analyses, insights and findings
- Own listening channels contributing to Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights
- Build frameworks and requirements for targeted audiences and stakeholder teams
- Manage projects including surveys, feedback tools, research projects, dashboards, summary analyses, and survey metric reporting
- Connect with vendors supporting surveys and research
- Produce dashboards and analyses as needed
- Represent team across broader international and cross-functional employee working groups
Your Expertise
- BA required. MBA or equivalent experience preferred
- CCXP, PMP or Net Promoter Certified a plus
- Business and data analysis, and project management experience
- 6-10 years business analytics experience in customer advocacy, customer experience
- Experience in support operations, hospitality, technology and/or start up environments ideal
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
How We'll Take Care of You
$145,000—$167,500 USD
Locations
- United States,
Salary
145,000 - 167,500 USD / yearly
145,000 - 167,500 USD / yearly
Source: xAI estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Proven track record of driving global surveys and customer researchintermediate
- Strong fluency with data and analytics, with SQL skills preferredintermediate
- Experience in metric development and maintenance at the company level (CSAT, NPS, Effort Score)intermediate
- Highly skilled at working seamlessly across multiple stakeholders and functionsintermediate
- Highly organized, with the ability to track numerous programs, projects, and tasksintermediate
- Confident and comfortable when working with other functions at various levelsintermediate
- Strong work ethic that blends well with a hard-working team of peersintermediate
- Proven track record in understanding and presenting data and success metricsintermediate
- Strong presentation skills, ability to synthesize data and insights into meaningful storiesintermediate
- Curious learner with passion for customer insights-to-actionintermediate
- Tool Experience: G Suite, Medallia, Qualtrics, Sprinklr, User Voice, Excel, JIRA, Asanaintermediate
Required Qualifications
- BA required. MBA or equivalent experience preferred (experience)
- CCXP, PMP or Net Promoter Certified a plus (experience)
- Business and data analysis, and project management experience (experience)
- 6-10 years business analytics experience in customer advocacy, customer experience (experience)
- Experience in support operations, hospitality, technology and/or start up environments ideal (experience)
Responsibilities
- Own listening framework requirements for stakeholder teams
- Survey program management
- Digital listening funnels
- Survey vendor relationships
- Voice of customer analyses
- Voice of customer dashboards
- Expert on key metrics and impacts from survey audience or operations perspective
- Partner across teams on backlog of experiential fixes
- Present updates at relevant stages of survey lifecycle: requirements, operations, designs, plans, analyses, insights and findings
- Own listening channels contributing to Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights
- Build frameworks and requirements for targeted audiences and stakeholder teams
- Manage projects including surveys, feedback tools, research projects, dashboards, summary analyses, and survey metric reporting
- Connect with vendors supporting surveys and research
- Produce dashboards and analyses as needed
- Represent team across broader international and cross-functional employee working groups
Benefits
- general: Bonus
- general: Equity
- general: Benefits
- general: Employee Travel Credits
Tags & Categories
Answer 10 quick questions to check your fit for Survey Ops Program Manager @ Airbnb.
Related Books and Jobs
Survey Ops Program Manager
Airbnb
Survey Ops Program Manager
Job Description
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: Every day, Airbnb Hosts offer unique stays and experiences for guests at millions of Airbnb listings around the world. To better understand the needs of Hosts, guests, and communities, Airbnb continually listens to customer feedback. This feedback makes it possible for Airbnb to improve our platform and services, and the way we do business. Within Global Operations, the Survey Ops Program Manager will be part of a broader network at Airbnb focused on listening excellence. In this role, you will contribute to global listening strategy, metric development, and listening frameworks for business stakeholders. The Difference You Will Make: You will own listening framework requirements for stakeholder teams, survey program management, digital listening funnels, survey vendor relationships, voice of customer analyses, and voice of customer dashboards. You will be an expert on key metrics and any impacts to these metrics from a survey audience or survey operations perspective, at any given time. This role will also partner across teams on a backlog of experiential fixes, and regularly present updates at relevant stages of the survey lifecycle: survey requirements, operations, designs, plans, analyses, insights and findings.
A Typical Day
- Own listening framework requirements for stakeholder teams
- Survey program management
- Digital listening funnels
- Survey vendor relationships
- Voice of customer analyses
- Voice of customer dashboards
- Expert on key metrics and impacts from survey audience or operations perspective
- Partner across teams on backlog of experiential fixes
- Present updates at relevant stages of survey lifecycle: requirements, operations, designs, plans, analyses, insights and findings
- Own listening channels contributing to Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights
- Build frameworks and requirements for targeted audiences and stakeholder teams
- Manage projects including surveys, feedback tools, research projects, dashboards, summary analyses, and survey metric reporting
- Connect with vendors supporting surveys and research
- Produce dashboards and analyses as needed
- Represent team across broader international and cross-functional employee working groups
Your Expertise
- BA required. MBA or equivalent experience preferred
- CCXP, PMP or Net Promoter Certified a plus
- Business and data analysis, and project management experience
- 6-10 years business analytics experience in customer advocacy, customer experience
- Experience in support operations, hospitality, technology and/or start up environments ideal
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
How We'll Take Care of You
$145,000—$167,500 USD
Locations
- United States,
Salary
145,000 - 167,500 USD / yearly
145,000 - 167,500 USD / yearly
Source: xAI estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Proven track record of driving global surveys and customer researchintermediate
- Strong fluency with data and analytics, with SQL skills preferredintermediate
- Experience in metric development and maintenance at the company level (CSAT, NPS, Effort Score)intermediate
- Highly skilled at working seamlessly across multiple stakeholders and functionsintermediate
- Highly organized, with the ability to track numerous programs, projects, and tasksintermediate
- Confident and comfortable when working with other functions at various levelsintermediate
- Strong work ethic that blends well with a hard-working team of peersintermediate
- Proven track record in understanding and presenting data and success metricsintermediate
- Strong presentation skills, ability to synthesize data and insights into meaningful storiesintermediate
- Curious learner with passion for customer insights-to-actionintermediate
- Tool Experience: G Suite, Medallia, Qualtrics, Sprinklr, User Voice, Excel, JIRA, Asanaintermediate
Required Qualifications
- BA required. MBA or equivalent experience preferred (experience)
- CCXP, PMP or Net Promoter Certified a plus (experience)
- Business and data analysis, and project management experience (experience)
- 6-10 years business analytics experience in customer advocacy, customer experience (experience)
- Experience in support operations, hospitality, technology and/or start up environments ideal (experience)
Responsibilities
- Own listening framework requirements for stakeholder teams
- Survey program management
- Digital listening funnels
- Survey vendor relationships
- Voice of customer analyses
- Voice of customer dashboards
- Expert on key metrics and impacts from survey audience or operations perspective
- Partner across teams on backlog of experiential fixes
- Present updates at relevant stages of survey lifecycle: requirements, operations, designs, plans, analyses, insights and findings
- Own listening channels contributing to Global Operations Net Promoter Score (NPS) and Customer Satisfaction (CSAT) insights
- Build frameworks and requirements for targeted audiences and stakeholder teams
- Manage projects including surveys, feedback tools, research projects, dashboards, summary analyses, and survey metric reporting
- Connect with vendors supporting surveys and research
- Produce dashboards and analyses as needed
- Represent team across broader international and cross-functional employee working groups
Benefits
- general: Bonus
- general: Equity
- general: Benefits
- general: Employee Travel Credits
Tags & Categories
Answer 10 quick questions to check your fit for Survey Ops Program Manager @ Airbnb.
Related Books and Jobs