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Senior Manager, Platform Management - Community Experience

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Airbnb

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

232000.00 - 282000.00 USD / Year
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Job Description:

The CS Platform and Experience organization is responsible for designing the support journey for our users, and building the products and platforms used by our agents, and our community when they’re seeking help from Airbnb. The CS Experience Platforms team ensures that our users receive world class support, and that our support experience adapts to our ever-evolving business by developing end-to-end technology solutions to customer journey challenges.

Job Responsibility:

  • Leadership and team development: Provide leadership and coaching to a team of CS Experience Managers and Platform Managers. You will be responsible for career development, performance management, and ensuring your team has the tools and resources to succeed
  • Drive strategy and execution: Collaborate with senior leadership to align your team’s initiatives with the broader CS strategy. You will ensure that your team is focused on high-impact projects that drive improvements in support experiences for Airbnb’s users and agents
  • Cross-functional influence: Ensure your team is working closely with Product, Operations, Policy, and Analytics teams to influence key business decisions and ensure that all support-related aspects of new products, services, and policies are thoughtfully designed and effectively executed
  • Monitor performance and impact: Oversee a portfolio of programs, projects, and technologies, provide decision-making support to your team, remove blockers to progress and provide leadership visibility
  • Foster innovation: Encourage your team to explore new approaches, tools, and technologies that can enhance both, the support experience and our ways of working. Specifically, understand the performance of core Airbnb product and services as it relates to customer experience and CS demand
  • influence partners across the company toward improved outcomes for the company and customers
  • Communicate results and insights: Regularly report to senior leadership on the progress and outcomes of key initiatives. Use data to illustrate the impact of your team’s work, and ensure there is a clear strategy for iterating and improving where necessary

Requirements:

  • People leadership: Experience in managing and mentoring high-performing teams, with a focus on driving individual development and collective success
  • Strategic program management: Extensive experience managing large-scale, cross-functional programs and initiatives. You are skilled in overseeing multiple projects simultaneously, ensuring alignment with broader organizational objectives
  • Product and platform development: Experience solving complex problems with innovative technology solutions to improve customer experience and drive business results
  • Customer support expertise: Deep understanding of CS operations and experience in improving customer experience through innovative support design and execution
  • Data-driven decision-making: Strong ability to leverage data and analytics to drive insights, measure performance, and inform strategic decision-making. You should be comfortable working with data science and analytics teams
  • Exceptional communication skills: Strong ability to present ideas, strategies, and outcomes to executive leadership and cross-functional partners in a clear, compelling manner
  • Experience: Minimum of 15 years of progressive experience in customer support, management consulting, business operations or program management roles, with experience managing teams
  • Qualifications: BA/BS degree required
  • MBA or relevant Master's degree is preferred
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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