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:

You will join the Global Operations Training team. We support frontline teams and prepare them to best serve our customers. We are a global team with expertise in training design, development, delivery, and organizational development.

Our mission is to empower everyone to deliver exemplary service through continuous and impactful learning. We work closely with Delivery and Optimization, Change Management, Service Enablement, Process Improvement, Quality, Analytics, Policy, and many other teams!

The Difference You Will Make:

The Instructional Designer role is integral to the Global Operations Training team, focusing on developing content to support Community Support, AirCover, and Trust teams. This includes both functional training content for onboarding and upskilling and content in response to adapting to organizational changes, company-wide release events, and other initiatives. Success in this role will be measured by the efficiency of the design and development process, quality and effectiveness of the learning content created, as well as learner feedback and engagement metrics. Within the first 12 months, this person should efficiently design and implement training content that drives employee performance to meet business outcomes, demonstrating advanced proficiency in essential tools and effective collaboration with subject matter experts.

A Typical Day:

• Design and develop engaging instructional materials using a variety of delivery methods (eLearning, ILT, VILT, microlearning, job aids, etc.) and content authoring tools (Articulate Storyline and Rise 360, Adobe Creative Suite, etc.)
• Conduct needs assessments collaboratively with subject matter experts (SMEs) and learning performance managers to identify performance gaps and learning objectives aligned with target business outcomes
• Apply learning science, cognitive psychology, instructional design models (ADDIE, SAM, Bloom’s, etc.) and accessible design practices (WCAG compliance) to create effective learning solutions for a diverse audience
• Test and troubleshoot content to ensure cross-platform compatibility and SCORM/xAPI/LMS compliance
• Evaluate training effectiveness through assessments, feedback loops with business contacts and learners, and performance metrics

Your Expertise:

• 5+ years experience as an instructional designer or developer in a business context, preferably for customer support audiences
• 2+ years experience leading peers on complex instructional design projects and mentoring on other day-to-day challenges
• Exceptional written and oral communication skills with an emphasis on accuracy and ability to adapt to different styles and tones
• Ability to prioritize and manage multiple simultaneous deadlines while consistently delivering high quality results
• Self-motivated with excellent time management skills, a keen attention to detail, and the ability to troubleshoot and discover novel solutions to problems encountered
• Strong collaboration skills as foundation for working effectively with teammates in different time zones and cultures, and considering direct instruction as well as constructive criticism

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 If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Offices: United States