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Platform Lead - Agent Products, Community Support

airbnb.com Logo

Airbnb

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Location:
United States

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Contract Type:
Not provided

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Salary:

224000.00 - 280000.00 USD / Year

Job Description:

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
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
January 31, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:

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