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Lead a team of platform managers to build and deliver future plans for the technology that underpins Airbnb's service. Work closely with partners across product marketing, engineering, business operations, analytics and testing to transform the end-to-end support experience at a global scale.
Job Responsibility:
Define and execute the vision for Airbnb’s next-generation support platform
Harness emerging technologies to empower agents and frontline teams, anticipate customer needs, and deliver seamless, personalized support at scale
Manage and develop a high-performing, globally distributed team of platform managers
Guide key product initiatives from concept to launch
Forge strong partnerships with engineering, design, data science, product marketing, and operations
Develop tools and capabilities that enable agents’ growth, support ongoing learning, and drive measurable improvements in service quality
Requirements:
10+ years of platform or product leadership in technology-driven environments
5+ years managing teams
Deep experience developing and launching extensible platform capabilities at scale
Demonstrated success leveraging emerging technologies (such as AI, behavioral analytics, and predictive modeling) in complex, global operations
Inspirational people leader, passionate about developing talent and fostering inclusive, high-performance teams
Proven ability to translate business needs into innovative, user-centric technology solutions
Exceptional communicator and influencer, skilled at working across functions and with executive stakeholders
Analytical, data-driven problem solver who thrives in fast-paced, matrixed organizations
Strong understanding of customer service operations, digital support tools, and continuous improvement best practices
Community-first, user-centric mindset with a relentless drive for excellence
Experience in customer service, operations platforms, or SaaS environments is highly valued