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AirCover UX Enablement Manager

airbnb.com Logo

Airbnb

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Location:
Canada

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

97000.00 - 121000.00 CAD / Year
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Job Description:

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.

Job Responsibility:

  • 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
  • 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
  • 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

Requirements:

  • 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

Nice to have:

  • 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
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
December 16, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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