Data Engineering Manager, Community Support Platform

The Community You Will Join:

Over two million people stay on Airbnb every night and the Community Support Platform keeps our hosts and guests supported throughout the entire Airbnb experience. 

It is an area of unprecedented scale and complexity – where the efficiency and reliability of our support technology directly impact Airbnb’s competitive advantage, brand loyalty, and business fundamentals. For years, Airbnb has led the way in this space, leveraging data-driven innovation and continuous experimentation to unlock new opportunities.

We are on a multi-year journey to reshape our platform, introducing AI-powered assistants, intelligent routing, and automated workflows to revolutionize customer support. AI will provide personalized, contextual help across phone and messaging channels, while our agents will have real-time access to relevant insights and suggested responses. Smart routing will match customers with the best agent, and automation will eliminate tedious, repetitive tasks—freeing up human agents to focus on high-impact interactions.

The Difference You Will Make:

As an Engineering Manager in the Community Support Data team, you will lead and grow a team of talented data engineers who build and scale the data foundations that enable this transformation. 

Data and metrics are at the heart of exceptional customer experiences. The team is responsible for providing and governing consistent and trustworthy data foundations and metrics for the most important data across offline and online consumption, including experimentation, ML, measurement, product and operational insights. Your work will empower ML and backend engineers, analytics teams, and operations teams while directly contributing to Airbnb’s 10-Star customer service vision and initiatives like Differentiated Services and CSxAI.

You will collaborate closely with product, engineering, analytics, and operations teams to solve the right problems with high-quality, reliable data. Your work will directly empower our agents and give customers the freedom to resolve issues efficiently—without unnecessary wait times.

A Typical Day: 

• Lead and manage a team driving data engineering projects, ensuring high-quality data generation, ingestion, logging, processing, and metrics capabilities.
• Collaborate with engineers to plan, make trade-offs, and deliver high-quality data foundations (batch, intraday, streaming) that power insights for strategic decision-making, product and service measurement, AI models, and support agent performance evaluation.
• Collaborate with Product, Analytics, ML, and Operations to define and prioritize impactful data initiatives, identifying customer pain points and ensuring seamless data integration, data flow, and high quality trusted data.
• Streamline team practices, ensuring effective prioritization, execution, and clear communication of roadmap commitments.
• Advocate for best engineering practices, including testing, monitoring, and continuous improvement.
• Assess system health and data quality, identifying key areas for investment and scalability.
• Mentor and develop engineers, fostering an inclusive and high-performing team culture.
• Align team priorities with organizational goals, partnering with senior leadership to drive execution.
• Connect the dots between team efforts and broader company initiatives, ensuring alignment and impact.

Your Expertise:

• 9+ years of industry experience, with a focus on data engineering and analytics engineering
• 4+ years of experience in managing and leading data engineering teams, with a proven ability to mentor and grow engineering talent.
• Proficiency in data processing technologies (batch and streaming), SQL, and ETL schedulers (e.g. Airflow, Dagster)
• Demonstrated ability to drive complex, cross-team data engineering projects and lead collaboration across different functions.
• Strong technical and strategic vision, with the ability to translate broad objectives into actionable engineering plans.
• Strong product and business sense, can spot potential data issues, provide alternative solutions and collaborate effectively with product, engineering and analytics partners 
• Excellent communication skills, with the ability to effectively interact with technical and non-technical stakeholders.
• A passion for innovation and the ability to foster a culture of learning and continuous improvement.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.