Platform Manager, Community Support

The Community You Will Join:

At Airbnb, we are driven by our mission to create belonging everywhere. Our Platform Managers embody this ethos, envisioning ideal end states for our community and working backward to achieve them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside Airbnb, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless solutions for our users.

The Difference You Will Make:

Are you ready to shape the future of how millions of users experience help and support? We are looking for a visionary Platform Manager to lead the strategy and evolution of our Help Center, ensuring it thrives as a scalable, inclusive, and adaptable solution for all Airbnb users worldwide.

This is your chance to drive innovation at the intersection of technology, user experience, and global-scale knowledge management. You will lead a platform that touches the lives of millions of people around the world. 

As the Platform Manager, you’ll have the chance to shape this product space, making it seamless and accessible for all Airbnb users, in all languages, cultures, and needs. Whether it’s using smarter AI tools, refining personalized suggestions, or ensuring human support is always available, you’ll build a path to help that feels reliable and effortless for everyone, everywhere.

A Typical Day:

• Establish an inspiring vision for the Help Center that meets the unique needs of guests, hosts, partners, and business users across multiple platforms.
• Streamline experiences to build a help system that users rely on to instantly get the answers they need.
• Harness AI to incorporate and personalize AI tools like conversational UIs and personalized search functionalities, ensuring smooth transitions between AI and human support for complex queries.
• Stay ahead of evolving support trends such as conversational search systems, AI-assisted translations, and hyper-personalized help journeys.
• Measure and improve impact. Lead ongoing assessments of Help Center performance using data-driven insights (issue rates, feedback metrics, etc.) while driving continuous enhancements and setting ambitious KPIs.
• Develop the platform product roadmap and build consensus on prioritization which drives product execution
• Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution.
  

Your Expertise:

• At least 5 years of experience in product management or equivalent roles involving the creation and development of products at a global scale.
• Proven history of leading cross-functional teams and successfully managing large-scale digital platforms.
• Ability to craft and articulate a compelling product vision, supported by a clear narrative and actionable roadmap to achieve results.
• Experience with applying AI technologies to improve the users experience, such as conversational AI platforms and personalized recommendation systems. 
• Demonstrated success in building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs.
• Exceptional collaboration, partnership, and influencing abilities, driving consensus effectively across diverse teams.
• Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to achieve business objectives.
• Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution.
• Experience building products for customer support is a plus but not required.

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.