Staff Platform Manager - Agent Products and Intelligence Platforms

The Community You Will Join:

Airbnb is a vision and mission driven company. Our Leads embody this culture and mindset. Technical team leads here imagine the ideal end state for our community (guests and hosts) first 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 Difference You Will Make:

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

The Agent Products and Intelligence Platforms team is looking for a Staff Platform Manager, who will be responsible for building AI capabilities and horizontal AI tools in support of our CS agents as well as various AI products. This role is instrumental in advancing Airbnb’s CS organization by creating robust, scalable, and efficient intelligent components. The platforms and tools under this scope will play a pivotal role in empowering our agents and enhancing the overall customer support experience.

A Typical Day: 

• Manage and spearhead the development of Agent facing products as well as horizontal AI tools (for instance RAG)

• Challenge the status quo and inspire people toward a unified outcome. 

• Define goals and success with clearly measurable objectives and key results. 

• Efficiently execute to ship products and deliver impact for our business and users.

• Lead cross-functional groups to deliver on the team’s mission. 

• Communicate concisely and influence outcomes.

• Build alignment across product teams, cross-functional partners (FP&A, Marketing, Operations, Customer Experience, Trust, etc.) and Leadership/Executive team

• Develop the platform product roadmap and build consensus on prioritization which drives product execution 

• Define and analyze metrics that inform product success & health

• Identify and directly contribute to key metrics via the AI-automation and AI-augmentation efforts

• Supercharge and support other platform teams by unlocking personalization opportunities through machine learning models

• Keep up with cutting-edge ML technologies & trends to help lead the prioritization of ML innovations, especially when it’s related to CS.

Your Expertise:

• 8+ years of product management experience OR other technical disciplines (engineering / data science / project management)

• Experience building/leading/developing/working on machine learning platforms / services

• Data-driven mentality with experience in launching experiments and justifying key business/product decisions based on their results

• Ability to quickly absorb technical concepts and communicate them to a non-technical audience

• Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it

• Experience working with external partners in a product management or technical role

• Radical thinking paired with strong execution. Can envision a world different than the status quo with the ability to articulate a clear path to get there

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.