Platform Manager - Agent Tools Platform

The Community You Will Join:

• One of the essential pillars of a high quality experience on the Airbnb platform comes from our front line investigators and agents who support our customers throughout their Airbnb journey. We believe service is a major differentiator that drives 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 while also preventing fraud and abuse across everything from identity, accounts, listings, and reviews.

• To ensure global scale for future growth of Airbnb, we need to ensure the tools Airbnb Agents and Investigators use are intelligent, robust, and scale globally.

The Difference You Will Make:

• This Tools Platform Product Manager will be responsible for leading the vision, strategy and execution of the Agent Tools Platform roadmap for Airbnb. This experienced product manager will be responsible for the products, tooling, and platforms that support the thousands of globally distributed investigators and agents.

A Typical Day: 

• Define and execute on a robust product vision and roadmap for Airbnb operations that will drive fair, efficient, and consistent resolution for the Airbnb Community at global scale.  

• Prioritize work based on inputs from many stakeholders, while being flexible to iterate/change 

• Define goals and success with clearly measurable objectives and key results by partnering with other cross functional leaders in Trust, CS, Payments, and Homes, while keeping it up to date and relevant

• Develop key interdependent roadmap sequencing across all Platform Ops Teams 

• Communicate concisely and influence outcomes

• Maintain product backlog and the product roadmap. Own prioritization process of product solutions based on business value and customer impact

• Lead a cross-functional working group of engineers, data scientists, designers, operations experts, policy experts and product managers to ensure alignment on vision and strategy 

• Evaluate new product opportunities and bring forward proposals (buy, build, partner solutions) for new capabilities with data and users at the forefront 

• Leverage and instrument data-driven experimentation and measurement frameworks 

• Present product roadmap and status to the business and Airbnb leadership on an ongoing basis

• Closely coordinate with cross-functional Global Operations, Policy, Product, and Shared Services (content, workflow, training) teams to ensure alignment, clear dependencies, and streamlined execution and launches

Your Expertise:

• 8+ years product management and product development experience in a Global Operations environment

• 2+ years of technical product management

• Experience with large scale platform migration initiatives

• BA/BS degree preferred. Concentration in Computer Science or a related technical discipline is preferred, not required

• Prior PM or engineering experience in the Tooling Platform space

• Customer support or fraud, risk, safety product experience preferred

• Experienced in both building custom solutions and launching integrations with 3rd party products and technologies

• Familiarity with Salesforce preferred

• Deep understanding of software development and integrations that serve operations teams

• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams

• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders

• More than comfortable in an ambiguous matrixed organization

• Strategic platform and systematic thinker who can balance big picture strategy with detailed, flawless execution and impact delivery

• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities

• Innate capability to, directly and indirectly, lead teams through success

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.