Airbnb Platform Lead Support Products 

United States 

540878585

As the, 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.

• 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.

• 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.