Platform Manager - Community Support Platform

The Community You Will Join:

Airbnb is a vision and mission driven company. Our Platform Managers embody this culture and mindset. Platform Managers here imagine the ideal end state for our community first (guests and Hosts) and work backwards from it challenging all current assumptions. They champion a winning strategy and leverage actionable metrics to ensure we are making progress against it. They partner with talented cross-functional team members (across Engineering Design Data Science etc.) and lead teams to execute upon a shared vision. They are incredibly hands on and are not afraid to roll up their sleeves to get the right outcome for our community.  We are looking for leaders who want to join us in this journey to accomplish our mission of creating belonging everywhere.

The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of Hosts and guests who take trips and join experiences around the world every year.  Within CS the Support Platform team is responsible for the products and technology that enables intelligent scalable and exceptional service experiences.

The Difference You Will Make:

One of the essential pillars of a high quality experience on Airbnb comes from our frontline agents and the teams that support them.  We believe service is a major differentiator driving Airbnb’s global success and growth. We are building a technology platform that supports Airbnb as it scales delivering an exceptional level of customer service.

As a Platform Manager on the CSP team you will be responsible for the products tooling and platforms that are used by the thousands of globally distributed agents and the teams that support them enabling the delivery of world class service.

Typical Day:

In the fast-paced and dynamic environment of Airbnb no two days are the same. While the landscape is ever-evolving here are some of the activities you'll engage in on a typical day:

• Conduct a morning sync with your partners in Engineering. Review project progress align on priorities for upcoming sprints address blockers and refine user stories.

• Host a meeting with a software vendor to assess their solutions in build vs. buy evaluation.

• Participate in a shadowing session with our frontline operations service agents and supervisors . Gather feedback on product features identify pain points and gain insights into real-world usage.

• Attend a design review session with the Design Research and Engineering teams to assess the scalability and effectiveness of solution designs.

• Partner with Analytics to prepare an update on the impact of recent releases for the upcoming quarterly business review ensuring senior leadership is informed of progress and results.

• Facilitate a bug root cause session with Engineering and QA to identify patterns and collaboratively work toward long-term solutions to prevent recurring issues.

Your Expertise:

• 8+ years of product management experience preferably in a Customer Service / Operations environment.

• Proven ability to deliver scalable platform capabilities that meet diverse business needs enabling multiple teams to provide exceptional service experiences.

• Extensive experience in both building custom solutions and integrating third-party products and technologies.

• Highly collaborative and effective in cross-functional matrixed organizations fostering strong partnerships across diverse teams to achieve shared goals.

• Demonstrated expertise in executing multi-stakeholder initiatives consistently delivering complex projects with tangible high-impact outcomes.

• Proactive and self-motivated consistently taking the initiative to push projects forward and achieve results.

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: [email protected] . 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.