דרושים Senior Engineering Manager – Community Support ב-Airbnb ב-ארהב

The Difference You Will Make:

You will lead the evolution of how Airbnb finds and nurtures talent across markets. You will oversee a global team of sourcers and researchers, driving a unified vision that leverages AI, data insights, and creative storytelling to build deep, diverse pipelines for both mature and emerging markets.

You will play a pivotal role in shaping our long-term talent strategy from predictive talent mapping and data-led sourcing workflows to thought leadership in how AI augments human connection in recruiting.

A Typical Day:

• Lead a high-performing global team of sourcers and talent researchers focused on Tech, Non-tech, Creative and Product disciplines.
• Partner closely with engineering, product and non technical teams, to define talent priorities and design sourcing strategies aligned with long-term business goals.
• Build and scale AI-assisted sourcing systems to automate research, outreach, and candidate matching ensuring every sourcer operates with efficiency and intelligence.
• Oversee global market intelligence, analyzing trends in emerging ecosystems (US, LATAM, EMEA, APAC) to proactively identify untapped talent markets.
• Partner with People Analytics to build predictive dashboards on talent supply, diversity insights, and competitive movement.
• Champion the evolution of candidate experience by developing personalized, high-impact engagement models that blend technology and storytelling.
• Act as a thought leader for sourcing excellence, coaching your team to think creatively, experiment with AI tools, and push the boundaries of traditional recruiting.
• Design presentations for leadership around Market Intelligence/Analysis
• Synthesize research into forecast and guidance around recruiting decision making

Your Expertise:

• 12+ years of experience in recruiting or sourcing, including 3+ years in people leadership.
• Proven success leading global teams and building scalable, data-driven sourcing strategies for high-growth organizations.
• Deep understanding of the engineering and AI/ML talent landscape, with expertise in emerging markets such as LATAM and EMEA.
• Experience leveraging AI technologies (e.g., LLMs, automation, talent intelligence platforms) to drive sourcing efficiency and insights.
• Strong analytical mindset able to interpret talent data, generate market insights, and translate them into business impact.
• Exceptional storytelling and relationship-building skills with senior business and engineering leaders. Expertise to create and deliver presentations to leadership.
• A growth mindset: curiosity, creativity, and a passion for experimenting with new ways of finding and engaging talent.

Offices: United States

Your day-to-day responsibilities includes:

• Collaborate with the other engineering teams across the stack while working closely with counterparts within Knowledge Graph, Search, Listings, Trips, and others to build scalable and high quality platforms and foundations.
• Work closely with cross functional partners to define and execute on products and features that enable our guests and hosts to set up their accounts and profiles quickly and easily.
• Build efficient and reusable backend components, architect reliable, performance and scalable systems.
• Evaluate and prototype new technologies and techniques that can enable faster iterations and execution across our tech stack.
• Mentor and support other engineers in the team or in related teams.

• 3+ years industry experience
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
• Experience in building and scaling high-quality and high-traffic products (or systems).
• Ability to evaluate technical approaches and design product solutions to solve real-world problems.
• Ability to drive alignment, manage projects and effectively collaborate with stakeholders.

Offices: United States

The Difference You Will Make:

As a Market Manager, you will be responsible for the growth of a book of business in your assigned territories by managing professional host accounts and supply acquisition of high quality inventory. You will build Airbnb’s strong market presence in your assigned region in collaborating with other teams as the local in-market expert. As someone who knows the Airbnb mission and values inside out, you will drive all phases of supply acquisition and market success from acquisition strategy development to strategic partner relationship management. You will help develop and iterate scalable, localized supply strategies in your territory aiming to secure our long-term success.

A Typical Day:

• Build and manage partner relationships within assigned territory
• Directly manage accounts to meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to drive increase in sales
• Prospect and onboard new, high quality supply in your assigned geography
• Maintain a baseline understanding of the technical integration of various software partners so that you can provide the right support to your clients
• Represent Airbnb in external meetings with Professional Hosts and at industry conferences in your market
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Hold regular optimization calls and business reviews with your partners
• Develop strong and long lasting partnerships
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Respond to and deliver exceptional service to your professional hosts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance
• Work cross-functionally with product, communications, public policy and customer support teams to ensure our long-term market success.

Your Expertise:

• 6+ years of experience in new sales, account management, and partner support, showcasing a deep understanding and capability in fostering business relationships.
• 2+ years of tech/travel industry experience is a plus, highlighting the value of sector-specific knowledge.
• Proven track record of being able to effectively work a leads pipeline and a book of business, demonstrating expertise in nurturing and converting potential opportunities.
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work, emphasizing the importance of data-driven decision-making.
• The ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments, highlighting adaptability and strategic foresight.
• Proven experience working cross-functionally, ensuring the ability to collaborate effectively with various teams to drive collective success.
• Excellent communication and presentation skills and the ability to communicate effectively with clients via phone, email, and in-person, underscoring the importance of strong interpersonal skills.
• Charismatic self-starter who is resourceful and self-sufficient, paired with strong time management and prioritization skills, showcasing the initiative and organizational capabilities required for the role.
• Highly proficient in using CRM software, specifically in working with leads, opportunities, and other core objects - Salesforce experience is a plus, indicating the technical tools proficiency needed for effective relationship management.
• You must be willing to regularly travel to your assigned territory. Typical expectation would be once every quarter.Comment end
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus, culminating the profile with a personal alignment and enthusiasm for the company's mission and sector.

Offices: Texas, United States

A Typical Day:

• Conduct regular optimization calls and business reviews with high-value partners, providing timely support and building enduring relationships.
• Prospect and onboard new, high-quality supply within your assigned geography.
• Educate partners on product updates and relay feedback on product and policy issues to internal stakeholders.
• Leverage data to identify and pursue strategic growth opportunities, navigating operational complexities and allocating resources effectively.
• Build scalable frameworks, reporting, and playbooks that drive optimization, availability, and performance outcomes.
• Partner with SalesOps, RevOps, Enablement, and global peers to launch initiatives, provide executive-level reporting, and extend optimization strategies beyond the Americas.
• Lead innovative engagement projects within your territory, applying an entrepreneurial approach to strengthen market impact.
• Work cross-functionally with product, communications, policy, legal, tax, and customer support teams to ensure long-term market success.
• Provide technical guidance on API partnerships to deliver seamless experiences for hosts and guests.
• Represent Airbnb in external meetings with hosts and at industry conferences to reinforce the brand’s presence and credibility.

Your Expertise:

• 8+ years of experience in sales, account management, or team leadership, with a proven ability to build and grow strategic business relationships.
• Background in travel, hospitality, or online marketplaces strongly preferred.
  Proven success managing complex strategic accounts and driving scalable growth across a portfolio.
  Strong quantitative skills with the ability to translate data insights into actionable strategies.
• Demonstrated ability to balance strategic vision with tactical execution in fast-changing, ambiguous environments.
• Experience influencing cross-functional teams and collaborating with senior stakeholders across product, operations, and policy.
• Excellent communication and executive presentation skills, with the ability to influence at multiple organizational levels.
• Entrepreneurial and resourceful, with strong prioritization, time management, and organizational skills.
• Proficiency in CRM platforms such as Salesforce to manage and scale partner performance.
• Based in San Francisco, Los Angeles, Portland or Seattle with ability to travel quarterly within the assigned territory to maintain partner and team engagement.
• Passion for Airbnb, travel, and the sharing economy; experience as an Airbnb Host is a plus.

Offices: California, United States, Oregon, United States, Washington, United States

The Difference You Will Make:

This role specifically focuses on identity verification. You will build products that enable guests and hosts to verify their identities seamlessly and to represent themselves accurately to the rest of the community. You'll balance business goals, regulatory requirements, and regional nuances to deliver solutions for our global community.

A Typical Day:

• Creating vision and strategy for Trust & Safety products and platforms.
• Leading a cross-functional working group of engineers, data scientists, designers, operations experts, and policy experts to ensure alignment, execution, and launches
• Maintaining product backlog and the product roadmap. Own prioritization process of product solutions based on business value and customer impact
• Defining goals and success with clearly measurable objectives and key results.
• Building alignment across product teams (inside and outside of Trust & Safety), and Leadership/Executive teams.
• Anticipating bottlenecks, making tradeoffs and balancing the business needs, customer needs, versus technical or operational constraints.
• Presenting product roadmap and status to the business and Airbnb leadership on an ongoing basis. Communicate concisely and influence outcomes.
• Evaluating new product opportunities and bring forward proposals (buy, build, partner solutions) for new capabilities with data and users at the forefront
• Developing short term plans aligned with long term goals to iteratively build platform capabilities to defend against fraud, abuse, safety, unwanted bad activities, etc.
• Becoming the thought leader and entrepreneur that others within Airbnb look up to for knowledge, processes, and methods on building products and platforms

Your Expertise:

• 5+ years product management experience
• Prior product, operation, or engineering experience in security, trust, safety, risk or fraud
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong analytical, troubleshooting, and problem-solving skills
• Experience building machine learning products or technical product management
• Experienced in design, and hypothesis driven product development
• Entrepreneurial drive to achieve stretch goals in an innovative fast-paced environment
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams
• Experience leading teams through ambiguity, and high stakes trade off decisions

Offices: United States

The Difference You Will Make:

The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and Portuguese, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. 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

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide 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

• Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• 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 have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ 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
• 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.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• 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.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English and Portuguese, written and spoken, other languages are a plus.

Offices: Nevada, United States

The Community You Will Join:

• We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service management to the Airbnb community as a Manager, Regional Operations, T3. The ideal candidate is a specialist in the delivery of trauma informed care, analytical, and committed to delivering the highest standards of service through coaching and upleveling their team. This is a full time position based in U.S..

The Difference You Will Make:

• The Manager, Regional Operations, T3 supports one or more internal CS services. The Manager, Regional Operations, T3 is an operational leadership role that requires substantial experience in the delivery of trauma informed customer service and team management. Manager, Regional Operations, T3s oversee teams of approximately 10-12 Sr, Safety Support Ambassadors. ROMs should have the ability to guide and uplevel their team members in trauma informed care, demonstrating top-level coaching skills and operations management knowledge. Strong organizational skills and the ability to balance real-time and planned work are also required. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality.

A Typical Day:

• Oversee a strong operational environment for your teams and ensure high quality support for the community from your team
  • Manage the team execution of complex, sensitive, and/or urgent issues that might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
  • Meet with your direct reports regularly to review their work and provide high quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
  • Provide best practices guidelines to your team on how to handle cases and situations, and ensure that ways of working are documented and followed.
  • Ensure that the team is consistently staffed appropriately and that staff complete onboarding and ongoing trainings.
  • For cases that involve internal stakeholders, guide your team to take proper action to case closure and in rare cases, support with in-the-weeds case handling.
  • Collaborate with Capacity Planning & WFP on setting minimum headcount, ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
• Drive performance at the team manager, regional, and service level
  • Ensure individual team members are held accountable to performance goals in a fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
  • Manage regional performance, including identifying trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
  • Ability to set and articulate the vision and focus for the quarter; deliver that vision and focus through all hands-type meetings
  • Share input and recommendations about service target setting.
  • Provide oversight on the overall service performance and contribute to reporting on trends and providing a holistic picture of the service to the Delivery Director
• Build and nurture an engaged and diverse team
  • Own and manage end-to-end people strategy and operations within your team to foster a high performing and sustainable team environment. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
  • Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations with clear goals/expectations, feedback, one-on-ones, and coaching
  • Support team in professional development within team by finding and creating development opportunities and leveraging company-wide resources to regularly drive development within your team.
  • Keep up with day-to-day management duties such as time off approvals, team and one-on-one meetings, and managing Talent-related issues
  • Maintain a culture of openness, transparency and accountability allowing our teams to deliver their best work while being themselves
  • Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Support strategic initiatives within Delivery and your service as needed
  • Lead the team toward the successful execution of company or other strategic changes or goals within your service by cascading updates and changes, communicating new requirements, and providing feedback
  • Support, as needed, internal Delivery performance & operations improvement projects, in collaboration with the Delivery Excellence team and cross-functional partners
  • Think critically and constantly evaluate our procedures. Collect feedback from the team to identify opportunities to improve performance and better optimize processes for the team, service, and global community

Your Expertise:

• 8+ years of progressive experience in a trauma informed customer service organization or an operations role, with 5 years in a role directly managing staff & the employee lifecycle.
• Demonstrable experience in driving improved performance of teams as a manager
• Deep expertise in the management of highly sensitive and complex crisis case situations
• Experience in the deployment of resources to manage real-time crisis situations, including managing high severity/sensitivity cases and decision-making authority for losses
• Experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams, including setting operational or functional targets or performance goals
• Ability to work weekend days, holidays, and on-call required
• Exceptional leadership and team management skills to manage a team of professionals - comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Background in the delivery of trauma informed care with a specialization in trauma and crisis management
• Strong communication skills to collaborate with different stakeholders and manage sensitive cases, while remaining calm and poised under pressure
• Organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• In-depth understanding of customer service operations and processes; able to translate that to your team
• Strategic thinking and problem-solving abilities to evaluate procedures and identify opportunities for improvement
• Ability to cascade with context and lead your team through changes
• Exceptional coaching skills, you have high EQ and know how to tailor your feedback & communication style to meet the needs of your coachee or mentee
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Proficiency in various data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)

Offices: United States