Engineering Manager, Community Support Platform

at Airbnb

📍 United States

$204,000-259,000 per year

SENIOR
✅ Remote

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Software Development @ 8 Hiring @ 4 Communication @ 4 Mentoring @ 4 Customer Support @ 4 LLM @ 4

Details

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

The Community Support Platform (CSP) at Airbnb is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting-edge technology to deliver exceptional customer service with high efficiency.

As part of the CSP vision, we are harnessing AI to revolutionize Airbnb’s approach to customer service. Our Chatbot Product team is focused on providing a seamless user experience by combining AI capabilities with the expertise of our support ambassadors.

The Difference You Will Make:

You will lead a team of talented and diverse software engineers to create innovative user experiences for AI-driven customer service products which includes both backend workflows of LLM driven chatbot and frontend user experience across different platforms. You will play a critical role in shaping the technical/product vision and building a strong engineering team.

A Typical Day:

  • Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build high quality products and features.
  • Lead a full stack team of web, mobile and backend engineers.
  • Lead the vision, technical direction and execution of E2E Chatbot related products.
  • Build a robust team by attracting top talent, mentoring individuals and managing conflict.
  • Nurture a culture of engineering excellence.

Your Expertise:

  • 5+ years of hands-on experience managing an engineering team and 10+ years of relevant software development industry experience in a fast paced tech environment.
  • Strong expertise in user facing product development, ideally in CS/AI products.
  • Excellent communication skills and the ability to work with various cross functional stakeholders.
  • Experience hiring, retaining and growing senior engineers and leaders with a track record of building productive, world-class engineering teams.
  • Passionate about technical quality, efficiency and operational excellence.
  • Bachelor’s and/or Master’s/PhD degree, preferably in CS, or equivalent experience.

How We'll Take Care of You:

Our job titles may span more than one career level. The starting base pay for this role is between $204,000 and $259,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.