Platform Lead Aircover jobs at Airbnb

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:

The Corporate and Crisis Social team is looking for a policy social lead who will be responsible for spearheading a robust organic policy social strategy for the company with the goal to advance the company's reputation online and help influence policy outcomes in key markets. The ideal candidate is a social native with experience in political or policy campaigns and/or government social media organizing and messaging. They must have experience working with third party validators and/or political influencers. We’re looking for someone who has a proven record at managing a team, is able to work on various projects/tasks simultaneously, is a problem-solver, has strong stakeholder relations, is comfortable with tight deadlines and able to adjust quickly to changes in priorities.

A Typical Day:

• Collaborate with regional policy comms and media managers to develop and execute a social media strategy aligned with the company's public policy goals, focusing on key priority markets to start while building a framework to scale internationally
• Identify potential opportunities for collaboration with key opinion formers including policy, cultural and news influencers and third party validators and build out policy influencer program pilot with the goal to scale internationally, including how and when we work with agencies to execute
• Use research, polling and social listening to craft messaging and social-first creative strategies that support the company's policy goals, and resonate with an audience of key opinion formers in the public sector
• Set up measurement goals that can be scaled and analyze social media performance metrics and generate reports with actionable insights
• Serve as leading in-house consultant for internal employees including company spokespeople engaging in political social amplification.
• Work closely with social rapid response team to establish and execute proactive and reactive social engagement strategy
• Act as key social liaison to policy team, helping inform and track their paid social program and social best practices, upcoming campaigns, messaging and priorities

Your Expertise:

• 10+ years experience in social media, digital or content marketing
• A strong grasp of emerging trends and social media best practices, and can translate that knowledge into innovative new approaches to social media
• Experience leading and executing successful policy influencer programs on social media
• Experience working with major brands and / or engaging with large online communities
• Track record of advising political decision makers (party, NGO, corporate) on social media/amplification strategy, and running effective social media operations
• Experience working with internal stakeholders to mitigate potential brand risks in a detailed, effective and timely manner
• Skilled storyteller with strong analytical skills; able to tell a story informed by data and metrics (polling, brand lift studies, performance metrics) that resonates with social-first audiences
• Track record of owning and managing a budget, and working with agencies
• Experience working on projects in a fast-paced environment
• Strong organizational skills and attention to detail
• Strong verbal communications and interpersonal skills
• Proficient in English (another language is a bonus)
• Bachelor’s Degree or higher, or equivalent work experience
• Passion for Airbnb and the mission of the company

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

A Typical Day:

• Work closely with the core data engineering team, data services team, and other product engineering teams in the Community Support Platform, understanding their productivity and data authoring pain points, and build solutions to resolve them scalably and flexibly.
• Deeply understand the different logging and data processing frameworks and collaborate with data infrastructure teams and evolve how we integrate data flows between different frameworks and serving layers worlds, ML and non-ML, and allow systems to deal with data more effectively
• Own challenges end-to-end, proactively addressing gaps and acquiring new skills to resolve complex issues.
• Mentor and inspire your teammates in enabling code quality, operational excellence, and shared learning.
• Participate in all phases of software development from architecture/design through implementation, testing, and on-call.
• Develop, automate and standardize: logging, enriching, serving data for ML training, inference, benchmarking and monitoring (anomaly detection, safe deploys) to build the next generation of Generative AI products
• Enable data engineers and analytics engineers to author data products
• Design, build, and maintain robust and efficient data pipelines and APIs that collect, process, and serve data from various sources, including backend events logged as part of LLM flows, customer interactions across multiple channels, CS agents, LLM evaluations etc.

Your Expertise:

• 9+ years of industry experience at the intersection of platform data engineering and software engineering with BS, MS or PhD in CS or similar
• Proven ability to not only developing data processing pipelines, but design guardrails and abstractions that scale—reducing toil and raising confidence for all engineers
• Deep experience building distributed batch/streaming pipelines (e.g., Spark, Flink, Kafka) and working with distributed storage (e.g., HDFS, S3).
• Expertise with ETL orchestration tools (Airflow, Luigi, AWS Glue, etc.).
• Strong knowledge of data warehousing, relational databases (PostgreSQL, MySQL), and columnar stores (Redshift, BigQuery, ClickHouse, HBase).
• Comfort driving architectural discussions across services, repositories, and environments.
• Skilled in SQL and data processing (batch and streaming), with a track record of analyzing large datasets to uncover gaps and insights.
• Excellent collaboration and communication skills; able to influence technical direction across teams.

Offices: United States

Insight to the working environment:

• • Inclusive and supportive work environment. We promote sustainable engineering practices, well-being / healthy team dynamics, and value differences.
  • Career development-- internal mobility, mentoring opportunities, and leadership development opportunities.
  • Work on launching and expanding our protection products across global markets.
  • Seize greenfield opportunities on a fast-growing team.
  • Deliver on a strategic, multi-year platform roadmap and global rollout.
  • Collaborate with product, engineering, data science, data engineering, and numerous platform teams within Airbnb.

A Typical Day:

• Build microservices, APIs to drive platform integrations across web and mobile platforms.
• Collaborate with cross-functional teams to build interfaces and systems that can evolve to meet critical business needs.
• Build our platforms--infrastructure, applications and tools, and gain expertise in distributed systems, large compute clusters and petabyte-scale storage infrastructure.
• Be part of an impactful team working on scaling distributed applications in a highly-available 24x7 environment, make architectural trade-offs applying design patterns and disciplined execution.

Your Expertise:

• 6+ years of Industry experience
• Bachelor’s degree, preferably in CS, or equivalent practical experience.
• Prior real-word experience and demonstrable knowledge in any of Java, Kotlin, Relational Databases, and distributed systems.
• Familiarity with AI development tools like Co-Pilot.
• Exposure to architectural patterns of high-scale web applications, such as well-designed APIs, data pipelines and efficient algorithms.
• Experience or desire to work collaboratively in cross-functional teams with design, product and data science partners.
• Experience with profiling, performance tuning, resiliency patterns and identifying bottlenecks in large-scale applications.
• Strong understanding of systems reliability, including observability, incident management, and building fault-tolerant services.
• Ability to lead technical discussions, mentor others, and drive engineering excellence across teams.

Offices: United States

Operational Performance Management:

• Oversee the business operations of the global contact center, ensuring that it meets the business performance standards and targets (i.e. service levels, efficiency, customer satisfaction, cost etc.)
• Develop and drive the business performance management system across the CS organization. Own the recurring business review framework and operational management system on a recurring basis - WBR, QBR, etc. with the intent to drive standardization and operational excellence across the organization
• Build and foster a robust, transparent and cooperative synergy across departments by aligning contact center goals and initiatives with broader organizational objectives.
• Monitor key business performance indicators (KPIs) and work with the cross functional teams to develop actions plans based on data-driven analysis to optimize business performance. Be the business thought leader on how to measure the business in new ways in partnership with analytics.
• Partner with CS analytics to design the right operational dashboards to monitor the various planning and operations teams. Use data backed insights and recommendations to improve the quality of the operations at the same time as achieving the cost targets.

Operational Business Planning:

• Serve as the primary liaison with finance for all matters pertaining to the CS operational fiscal plan budget. Be able to make tradeoffs and understand the drivers of CS economics across both Airbnb and the partner models.
• Drive the annual business planning process and work with finance to build the operating budget.
• Build the process for driving the overall Operational Efficiencies targets and work with the cross-functional CS and finance teams to properly track the adherence to the efficiencies budget.
• Drive all ROI, budget management in partnership with Finance, roadmaps, LT planning needs for the CS organization and serve as a strategic thought leader for all business cases ROI needs related to the annual planning process.

Business Expense Management

• Own budget and spend policy operations, developing strategies for spend allocation and operationalizing the achievement of targets set by Finance.
• Own all invoice management and fiscal adherence to commercial contracts. Collaborate with cross-functional teams to streamline invoicing procedures and optimize financial operations.
• Develop comprehensive business cases for proposed initiatives, conducting sensitivity analysis to assess potential risks and rewards. Work closely with the Customer Support Analytics (CSA) team to gather and analyze data required for business cases, ensuring data-driven decision-making.

Strategic Business Optimization and Operational Excellence:

• Design the labor framework for deciding the global CS labor footprint across internal and external sites by determining the optimal network ratios. In addition, leverage best practices and provide thought leadership to help optimize labor across various business units in the broader Global Ops organization as needed.
• Own the ramp and ramp down operational readiness process for the CS operations and act as a liaison between different CS departments to ensure that all areas of the operations are coordinated effectively to meet key milestones (i.e. ramp up for peak, ramp down, key launches, etc,).
• Deep focus on contact center business service design optimization efforts and identify and implement improvements to streamline workflows to drive business outcomes to quality (i.e. combining labor tiers, reduce wait times, optimize cost, and enhance overall efficiency, ramp and ramp down).
• Participates in multi functional initiatives, designing and executing on large scale operational programs across the CS network in partnership with other relevant CS teams.

Your Expertise:

• 10+ years experience in business operations or operations management roles, preferably supporting large scale organizations that are global in nature with a proven track record of leading/driving results. Operations, Management Consulting or Financial/analytics background preferred.
• Must have deep functional domain expertise and knowledge in contact center operations and best practices. Understanding of contracts and commercial frameworks is a plus.
• Experience with process design and optimization, strategic operations and customer support strategies. Strong strategic thinking skills with the ability to understand how the key drivers of our business relate to each other, and how your actions and decisions impact Airbnb.
• Works effectively in a global fast-paced environment with the ability to solve problems while managing multiple priorities .
• Strong analytical and problem-solving skills with a proven track record for using data to develop and implement strategic initiatives and drive key business decisions. Experience using SQL, Python and/or Tableau is required.
• Is able to anticipate business and industry issues as a basis for recommending large scale product, process or service improvements.
• Excellent stakeholder management skills with the ability to influence at all levels. Exceptional influencing skills with the ability to help structure management decision making in areas of important business impact.
• Experience solving unique, complex, and often ambiguous problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions.
• Outstanding written and verbal communication and presentation skills; able to articulate a vision, strategy, ideas and decisions clearly and succinctly to executives.

Offices: United States