Airbnb Platform Manager Community Support 

United States 

959221937

As a Platform Manager on the CSP team, you will be responsible for the products, tooling, and platforms that are used by the thousands of globally distributed agents, and the teams that support them, enabling the delivery of world class service.

Typical Day:

In the fast-paced and dynamic environment of Airbnb, no two days are the same. While the landscape is ever-evolving, here are some of the activities you'll engage in on a typical day:

• Conduct a morning sync with your partners in Engineering. Review project progress, align on priorities for upcoming sprints, address blockers, and refine user stories.
• Host a meeting with a software vendor to assess their solutions in build vs. buy evaluation.
• Participate in a shadowing session with our frontline operations service agents and supervisors . Gather feedback on product features, identify pain points and gain insights into real-world usage.
• Attend a design review session with the Design, Research and Engineering teams to assess the scalability and effectiveness of solution designs.
• Partner with Analytics to prepare an update on the impact of recent releases for the upcoming quarterly business review, ensuring senior leadership is informed of progress and results.
• Facilitate a bug root cause session with Engineering and QA to identify patterns and collaboratively work toward long-term solutions to prevent recurring issues.

• 8+ years of product management experience, preferably in a Customer Service / Operations environment.
• Proven ability to deliver scalable platform capabilities that meet diverse business needs, enabling multiple teams to provide exceptional service experiences.
• Extensive experience in both building custom solutions and integrating third-party products and technologies.
• Highly collaborative and effective in cross-functional, matrixed organizations, fostering strong partnerships across diverse teams to achieve shared goals.
• Demonstrated expertise in executing multi-stakeholder initiatives, consistently delivering complex projects with tangible, high-impact outcomes.
• Proactive and self-motivated, consistently taking the initiative to push projects forward and achieve results.