Manager Engineering – Community Support jobs at Airbnb

The Difference You Will Make:

As a Senior Software Engineer on our team, you'll architect and implement security solutions that protect millions of users while empowering thousands of developers. You'll be at the forefront of creating a security-first engineering culture, building tools and frameworks that make secure development the path of least resistance. We're building the next generation of security-first development tools and practices that will shape the future of secure software engineering.

A Typical Day:

Here are a few things you’ll do in this role:

• Lead the design, development, launch, and operation of scalable and reusable solutions that address systemic security issues across teams, showcasing your leadership and expertise.
• Drive technical security innovation by developing new coding standards for the team and organization, fostering a culture of continuous improvement.
• Provide input and influence architectural decisions to ensure security, scalability, quality and resilience in major product features and platform services.
• Take a hands-on role in designing and implementing secure software.
• Collaborate with product and infrastructure engineers to build performant, developer-friendly solutions that integrate security into developer tools, libraries, and frameworks.
• Support secure development strategies, tooling, and product-specific security features with engineering teams to help detect and prevent diverse security issues.
• Build and maintain automation frameworks to validate deployed software against security requirements.

Your Expertise:

The following are some examples of profiles that are relevant to us. If a subset of these applies to you, please consider applying. We are looking to build a team of both security experience and software engineering generalists.

• 5+ years of software development in at least one of the following programming languages: Java, Kotlin, Golang, Python, JavaScript / TypeScript.
• Proven experience in designing, implementing, and maintaining secure software systems.
• Thorough understanding of secure development methodologies and best practices.
• Experience collaborating effectively with cross-functional teams and contributing to open-source tools.
• Experience with static and/or dynamic analysis.
• Experience building secure-by-default libraries or frameworks.
• Experience securing cloud infrastructure, particularly in AWS.
• Experience with mobile or web application security is a plus.
• Experience with Terraform and HCL is a plus.
• Experience building developer tools and infrastructure is a plus.

Offices: United States

A Typical Day:

• Establish the vision for a suite of AI/ML products based on the value we can provide
• Develop the product roadmap and build consensus on prioritization which drives product execution
• 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
• 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
• Drive product development with a world-class team of Engineers, Data Scientists and Operations Leads and Policy Experts
• Prioritize work based on inputs from many stakeholders, while being flexible to iterate/change
• Evaluate new product opportunities and bring forward proposals (buy, build, partner solutions) for new capabilities with data and users at the forefront

Your Expertise:

• 8+ years of product management experience
• 2+ years of building AI/ML products or technical product management
• Prior product, operation, or engineering experience working in Security, Trust, Safety, or Fraud
• Ability to carefully trade-off fraud prevention and impact to good users
• 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
• Strong cross-customer collaboration: harmonizes strategies and needs of multiple customers; influences customer strategy and plans
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities
• Innate capability to, directly and indirectly, lead teams through success

Offices: United States

The Community You Will Join:

Our Payments product organization has 2 domains:

• Payments and Commerce Platform - facilitating money movement and exchange of value while also fueling growth for our business
• Payments Risk and Compliance - ensuring safe and efficient payment processing

A Typical Day:

• Champion the vision for a world-class guest payins experience and processing on the Payments Platform
• Shape and execute a thoughtful, multi-year roadmap to make paying as seamless and delightful as staying at an Airbnb
• Partner closely with talented teammates across Engineering, Operations, Analytics, Partnerships, Treasury, Finance, Platform, Product Marketing, and UX Design, aligning on goals and turning big ideas into reality
• Craft clear product narratives, user stories, and requirements that keep teams inspired and focused
• Launch experiments, define meaningful success metrics, and plan smooth rollouts that scale
• Define, monitor and analyze KPIs that inform payment success & health
• Lead the way in integrating partner products and services that elevate what platform intelligence and efficiency
• Collaborate to build actionable playbooks for solving guest payment challenges and supporting our global community
• Stay curious and connected to the latest in payments, bringing fresh ideas, best practices, and innovations to Airbnb

Your Expertise:

• 7+ years of product management experience, launching new payment methods or partner integrations across the payments ecosystem (including gateways, PSPs, networks, issuers, and acquirers)
• Deep platform payments product management know-how, building flexible products that empower a range of business customers
• Framework oriented thinker
• Hands-on collaboration with engineers, developing use cases, building inspiring narratives, prioritizing features, and making thoughtful trade-offs between short-term and long-term bets
• Proven ability to lead through influence, working cross-functionally with engineers, data scientists, finance, compliance, legal, and business partners
• Clear, compelling storyteller, confident sharing both the “why” behind your vision and digging into the details when needed
• Strong decision-making chops: skilled at prioritizing and navigating resource constraints to deliver maximum impact
• Comfortable in a startup-like environment, embracing pace, change, and ambiguity with positivity and resilience
• Highly data-driven, with robust analytical skills and a passion for using insights to drive great outcomes

Domain Experience:

• Transaction Processing: Deep experience with real-time and batch processing, payment routing, and failover strategies across global PSPs
• Transaction Orchestration: Experience managing Cardholder Initiated Transactions (CIT), Merchant Initiated Transactions (MIT), incremental/capture flows, partial authorizations, and scheduled billing and smart retries
• Payment Retry & Optimization: Implementing intelligent retry logic, dynamic routing, and decline code analysis to maximize acceptance rates
• Authentication: Experience implementing SCA and 3DS2
• Partner tools: Experience leveraging network tools (e.g. Network Tokens, Account Updater) and PSP capabilities to drive approvals
• Alternative Payment Methods: Integrating global/local payment rails (e.g., digital wallets, open banking, instant payments)
• Settlement & Reconciliation: Experience with multi-currency settlement, reconciliation workflows, and chargeback handling
• Payment UX: experience optimizing multi-device, multi-currency payment flows a plus
• Knowledge and experience using collaborative tools and techniques of the trade (e.g. Airtable, SQL, Google Docs, Scrum, Agile, Figma, Invision)

Offices: United States

The Difference You Will Make:

A few examples of control plane services that the team owns:

• Orchestration logic that handles node lifecycles of database’s storage, compute, metadata management nodes. )
• Operator that automates cluster provisioning, operations and restore.
• Configuration management that detects and auto-fixes unexpected configuration drifts.
• Open source DevX: Make open-source development and testing (image building/testing, CICD, load testing and performance certification) frictionless.
• Blue/green deployment and rollback strategy for major version upgrades.
• In the future, strives towards the direction of platformization, providing the correct constructs and semantics for customers to self-manage their databases and keep the org’s KTLO and toil factor manageable.

A Typical Day:

• Work with TL and team to define and execute on a vision and 3-year roadmap for the control plane area.
• Stay in touch with technical designs and decisions, be the sounding board.
• Synthesize technical information and represent the team with upper management.
• Align with ORM and SRE teams in Online Data on each team’s charter and how each team’s core capabilities fit together.
• Attract top talent, mentor individual contributors and manage their promotions and career.
• Nurture a culture of rigor and responsibly “moving fast” from design, through code review, to production.
• Represent Airbnb with open source communities and external alliance partners.

Your Expertise:

• 3+ years of engineering management experience, with 6+ years of relevant software development experience in a fast paced tech environment.
• Experience with building and operating distributed databases and services that are long-term and evolvable.
• Experience in organization design for a team that is scaling up.
• Expertise with a public cloud provider (AWS, GCP, Azure) and their Storage, VM, networking, Kubernetes, Security offerings.
• Excellent communication skills and the ability to work well within a team and with teams across the engineering organization.

Offices: United States

A Typical Day:

On any given day you will be operating across many of the following areas and expectations:

• People Development: You have multiple years of experience in people management and supporting managers best support their teams. You are an effective career coach and can provide mentorship and feedback both technically and professionally. You enjoy investing in your teammates and developing growth and career progression plans with them to help them reach their highest potential. You provide your people autonomy and in return, you expect the people you support to be self-driven and proactive.
• Team Development: You are an effective leader that focuses on efficiency, quality, accountability, and delivering on and above expectations. You play an active and primary role in identifying and recruiting top talent and supporting your teams to do so. You understand when to roll up your sleeves and contribute and when to delegate and grow your managers, teammates, and cross-functional partners.
• Technical Leadership: You have experience in developing and communicating effective and pragmatic strategies, supporting your managers to do so, and ensuring your teams are executing accordingly. You don’t wait for things to happen to you, you make things happen and ensure your managers and team members do so as well. You see across the functions you support and partner organizations to ensure alignment to common priorities and objectives while course correcting where needed. This means you’re close enough to the work to spot alignment issues while also not inhibiting your team’s speed. You have multiple years of experience establishing, growing, and or maturing software engineering functions. You see beyond the immediate functions you support to tie software engineering priorities into a broader, integrated, and unified Information Security strategy.
• Function development: You have experience establishing and building a multi-disciplinary team for a global company that focuses on engineering and related operational activities.
• Influence & Communication: You have strong written and verbal communication skills. You can dive into the details with technical and non-technical audiences alike but also speak at the appropriate altitude when working with other organizations and leaders. You have empathy and seek to understand when communicating. This enables you to effectively identify the best path forward and influence how you approach a problem, as well as how other teams may prioritize supporting your work.
• Security Culture and Philosophy: you embrace the notion we are here to help Airbnb build and operate the business, securely. You understand that improving security doesn’t mean introducing friction unless absolutely necessary. We are a culture of helping others find the path to “yes” and help others find the most secure path while not inhibiting Airbnb to achieve business objectives. You are stakeholder focused. You drive this culture and philosophy within your organization and help the entire Information Security develop and uphold this culture.

Your Expertise:

• 8+ years managing people with at least 3 of those years supporting other managers
• Experience with AWS (GuardDuty, Lambda, Kinesis, S3, SNS, SQS, EC2, ...)
• Past experience in Software development
• Experience with Kubernetes or similar
• Demonstrated ability to support, scale, and advance like functions
• Deep understanding of strategic approaches and methodologies across the lifecycle of prevention, detection, response, and validation and how your teams fit in and are responsible for across these pillars and various programs that comprise Information Security.
• Experience of disciplines spans corporate and product infrastructure as well as third party tooling and infrastructure.

Offices: United States

A Typical Day:

• Work with large and complex data sets to solve a wide array of challenging problems using different analytical and statistical approaches.
• Apply technical expertise with quantitative analysis, experimentation, data mining, forecasting and the presentation of data to identify trends and patterns that can inform decision-making.
• Collaborate closely with Product, Engineering, Finance, Operations, Data Science, Product Insights Analysts, Data and Analytical Engineering, Capacity Planning and other cross-functional teams to provide actionable insights.
• Develop and implement advanced forecasting models to not only predict key performance metrics but also understand the metric’s actual performance.
• Design, execute, and analyze experiments to measure feature impact and guide product iterations. Leverage causal methods when traditional randomized trials aren’t available.
• Design and build metrics / dimensions to monitor product and business performance.
• Build sophisticated reporting and analytical tools that empower stakeholders to make data-driven decisions.
• Present findings and recommendations to stakeholders, including senior leadership, in a clear and concise manner.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.

Your Expertise:

• 10+ years of industry experience with a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
• Deep technical expertise in data and statistical analysis, experimentation, causal inference, forecasting methods, and familiarity with LLMs.
• Proficiency in programming languages such as Python or R for data analysis and modeling.
• Experience working with large datasets and SQL for data extraction and manipulation.
• Self-starter, thrives in ambiguity, and has an investigator mindset of wanting to get to the bottom of problems.
• Strong problem-solving and critical thinking abilities, with a keen attention to detail.
• Excellent communication and presentation skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions.
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments.
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred.

Offices: United States

The Difference You Will Make:

The Senior Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a Senior Specialist, Premium Support, you will be primarily responsible for providing end-to-end support to key members of our community experiencing an issue with their reservation, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way.

A Senior Specialist, Premium Support needs strong communication skills, problem-solving abilities, and customer service expertise. They will be expected to work in strong autonomy, being able to assess a case & constantly looking for the right solution for both Host, Users and internal stakeholders. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case, including handling the service’s most severe and urgent cases

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools
• Take end-to-end ownership of all assigned cases: ensuring a completefinalresolution is reached based on workflows, management guidelines & your own assessment of the case situation
• Become a subject matter expert in Airbnb policies and procedures
• Explains and simplify complex information, provide appropriate context, and address complex questions with confidence
• Ability to negotiate & mediate between Host & Guest in resolving the issues at hand on high-stake & high-value reservations
• Proactively anticipate users expectations regarding case resolution and work towards the best outcome for all parties involved, thinking outside the box & constantly looking for compromises
• Manage highly sensitive cases end to end that might include working cross functionally with Legal, Policy, other services, etc.
• Operate in full autonomy, making the decisions to follow or go outside of workflows to resolve our customers issues with the best outcome possible from both our community & business expectations

Combining efficiency with bespoke quality: Set the gold standard for performance for the service, providing consistently personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Acts consistently impeccably in handling of customer-facing casework, personalizing communications and demonstrating the highest hospitality standards
• Drive cases to conclusion with a sense of urgency and without error, using strong judgment to make exceptions in ambiguous situations

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively lead the team to succeed

• Provide insights about community experience and continuous improvement opportunities to your Management
• Supports the simplification of complex processes and ways of working within the team
• Supports Management on initiatives as assigned, such as to drive performance improvements, supporting management on consultations, acting as an SME, etc.
• Supports onboarding of new employees
• Be a positive force in the team and help management drive & land changes with the least frictions possible
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work

Stakeholder engagement: You build and maintain strategic partnerships to achieve team or functional goals

• Demonstrates a high degree of flexibility, approachability, and integrity when resolving sensitive/complex issues relying on management when in doubt
• Write clearly and concisely, translating complex ideas to multiple audiences, and knowing which stakeholder needs to be consulted about what
• Build & nurture relationships outside of your team
• You are on-call to handle emergency situations in the evenings & weekends
• Inspire a culture where quality is a core principle

Your Expertise:

• 6+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Fluent in both English and Spanish, with advanced proficiency in spoken and written communication in both languages
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs
• World class interpersonal and communication skills, both written and spoken, including conflict resolution
• Active listening skills
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Excellent organizational skills, including prioritization, multitasking, attention to detail, and meeting goals and commitments
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Ability to adapt to new tasks and responsibilities as needed
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team
• Experience engaging with executive-level stakeholders, and demonstrated ability to explain complex ideas simply and clearly
• Able to assess risk accurately, understand level of urgency, exercise good judgment, and share the most pertinent information with stakeholders, including Executives
• Advanced computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools

Offices: Nevada, United States