Platform Lead - Global Digital Experience Platform, Community Support
The Community You Will Join: At Airbnb, we are driven by our mission to create belonging everywhere. Our Platform Managers embody this ethos, envisioning ideal end states for our community and working backward to achieve them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside Airbnb, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless, self-solve solutions for our users.
The Difference You Will Make: As the Platform Lead for the Global Digital Experience Platform, you will shape the future of how Airbnb's community receives support. You will lead a team of global product managers in developing intuitive self-solve experiences that address the root causes of support needs. Your work will enable guests and hosts to resolve their issues quickly and effortlessly, allowing them to focus on enjoying their Airbnb experiences. You will help scale Community Support operations while integrating cutting-edge technology to enhance the user journey. Your impact will be felt not only by our users but across the organization as you drive innovative, intelligent solutions that empower our global support systems.
A Typical Day:
Develop and refine the experience platform strategy aligned with Airbnb's Community Support vision.
Lead a global team of platform managers, ensuring the successful execution of product roadmaps.
Stay updated on AI and self-service technologies to enhance Airbnb's self-solve capabilities.
Collaborate with cross-functional teams including design, engineering, and operations to deliver seamless user experiences.
Set measurable objectives and key results for the team, ensuring consistent delivery and impact.
Influence and align stakeholders, from business and platform teams to executive leadership.
Evaluate new product opportunities, guiding decisions on buy vs. build solutions for enhancing business capabilities.
Your Expertise:
12+ years of product management experience, with 5+ years in a management role.
Compassionate leader who inspires and brings out the best in their team.
Proven ability to translate customer needs into innovative product solutions that deliver results.
Strong understanding of customer service workflows, data, AI technologies, and global operations.
Experience with personalization, prediction, and online help experiences.
Exceptional communicator, comfortable presenting at all levels including C-suite.
Ability to manage complex business plans in a cross-functional and matrixed organization.
Experience working in global, multi-cultural environments across different time zones.
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.
About the job
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Platform Lead - Global Digital Experience Platform, Community Support
The Community You Will Join: At Airbnb, we are driven by our mission to create belonging everywhere. Our Platform Managers embody this ethos, envisioning ideal end states for our community and working backward to achieve them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside Airbnb, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless, self-solve solutions for our users.
The Difference You Will Make: As the Platform Lead for the Global Digital Experience Platform, you will shape the future of how Airbnb's community receives support. You will lead a team of global product managers in developing intuitive self-solve experiences that address the root causes of support needs. Your work will enable guests and hosts to resolve their issues quickly and effortlessly, allowing them to focus on enjoying their Airbnb experiences. You will help scale Community Support operations while integrating cutting-edge technology to enhance the user journey. Your impact will be felt not only by our users but across the organization as you drive innovative, intelligent solutions that empower our global support systems.
A Typical Day:
Develop and refine the experience platform strategy aligned with Airbnb's Community Support vision.
Lead a global team of platform managers, ensuring the successful execution of product roadmaps.
Stay updated on AI and self-service technologies to enhance Airbnb's self-solve capabilities.
Collaborate with cross-functional teams including design, engineering, and operations to deliver seamless user experiences.
Set measurable objectives and key results for the team, ensuring consistent delivery and impact.
Influence and align stakeholders, from business and platform teams to executive leadership.
Evaluate new product opportunities, guiding decisions on buy vs. build solutions for enhancing business capabilities.
Your Expertise:
12+ years of product management experience, with 5+ years in a management role.
Compassionate leader who inspires and brings out the best in their team.
Proven ability to translate customer needs into innovative product solutions that deliver results.
Strong understanding of customer service workflows, data, AI technologies, and global operations.
Experience with personalization, prediction, and online help experiences.
Exceptional communicator, comfortable presenting at all levels including C-suite.
Ability to manage complex business plans in a cross-functional and matrixed organization.
Experience working in global, multi-cultural environments across different time zones.
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.