The opportunity
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…
What you'll do
Own defined IT self-service features and delivery workstreams, translating: business needs into requirements and driving them through design, testing, launch, and ongoing improvement.
Translate IT Support strategy and priorities into functional and technical: requirements, user stories, process flows, acceptance criteria, and implementation plans.
Work directly with Product, Engineering, and business stakeholders to align: on requirements, solution design, delivery timelines, testing, and readiness for changes within your area of ownership.
Analyze potential self-service use cases and recommend improvements based on: employee impact, operational needs, available data, and technical considerations.
Apply practical AI and conversational technology expertise to evaluate: self-service experiences for accuracy, failure patterns, and appropriate escalation or handoff to human support.
Define and monitor success measures for the capabilities you support, using: product data, employee feedback, and operational signals to identify opportunities for optimization.
What they're looking for
- Develop a strong understanding of the systems supporting the IT self-service: experience, including integrations, APIs, data flows, identity and permissions, automation, and platform dependencies; identify risks, interdependencies, and relevant security and privacy considerations, and partner with technical teams on appropriate solutions.
- Partner with the Strategic Knowledge program to ensure self-service solutions: effectively leverage the knowledge ecosystem and account for the dependencies needed to deliver accurate, useful employee experiences.
- Identify patterns across unsuccessful or incomplete self-service interactions: and recommend improvements across product functionality, processes, workflows, or knowledge.
- Independently create clear functional and technical artifacts that support: effective delivery, including requirements, solution designs, process flows, test plans, and decision documentation.
