Platform Lead, Support Products

The Community You Will Join:

Airbnb is a vision and mission driven company. Our Platform Managers embody this culture and mindset. Platform Managers 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 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 Support Platform team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience. 

The Difference You Will Make:

As the Platform Lead for Global Channels & Routing, you will be directly responsible for helping scale our Community Support operations team by giving our Guest and Host communities what they want - integrated and seamless solutions that empower them to easily get service through the best channel or to route them to the best person for support. You will lead a world class team of global Platform Managers to drive an understanding of motivations and root causes for why Guests and Hosts need support and the channels that they use. This is a highly cross functional senior people management platform-product leadership role, and you will act as a close partner and leader to design, engineering, data science, user research, content and support writing, and operations. 

A Typical Day:

• Develop the vision and strategy for Global Channels & Routing, building consensus on the roadmap and prioritization.
• Mentor and lead a team of experienced Platform Managers, fostering a collaborative and high-performing environment.
• Drive product execution by creating clear and measurable objectives and key results for the team.
• Collaborate closely with cross-functional partners to deliver end-to-end user journey experiences.
• Evaluate new product opportunities and propose solutions to expand product and business capabilities.
• Stay updated on cutting-edge technologies and innovations to apply to Airbnb’s support use cases.

Your Expertise:

• 12+ years of product or platform management experience.
• 5+ years of experience in a management role with direct reports.
• Proven track record of translating customer needs into product features and delivering frictionless customer experiences.
• Strong understanding of customer transactions, operational workflows, internet technologies, and development methodology for a global multi-business environment.
• Experience with online help experiences, personalization, and prediction.
• Exceptional communication skills at all levels, from team-level to C-suite.
• Highly collaborative and comfortable executing in a cross-functional, matrixed organization.
• Ability to build and execute complex business plans and strategies across teams.
• Experience operating in global environments across cultures, locations, and time zones.
• A user-centric mindset with strong analytical skills for data-driven decision making.
• Familiarity with data science, analytics, and machine learning concepts.
• Demonstrated product leadership and the ability to influence teams.
• Experience with building B2C or platform products is a plus.
• Experience working with customer service or operations teams is a big plus.

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. Airbnb,Inc. can employ in  states where we have registered entities. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware and Rhode Island. This list is continuously  evolving and being updated, 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. 

Last updated on Aug 19, 2024