Manager, Engineering - Community Support Engineering

Details

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests and hosts to connect with communities in a more authentic way.

Community Support (CS) has become a key driver of enabling Airbnb's core business. Community Support Engineering is responsible for the world-class technology, architecture, and solutions that power CS at Airbnb. The products and capabilities we build enable our guests and hosts, CS agents, and operations teams around the world. Work on this team impacts a global team of support ambassadors and helps ensure guests and hosts have an amazing experience on Airbnb 24/7 and 365 days a year.

This role is accountable for a team that owns a critical set of applications and tools empowering Airbnb's Global Community Support organization.

Responsibilities

• Lead engineering planning and delivery of new and improved features and capabilities powering Airbnb’s adherence to global policy, response to real-world disruptive events (earthquake, severe weather, power outage, etc.), and process workflows.
• Build and grow a diverse engineering team capable of turning ambitious product visions into production-ready solutions.
• Nurture a culture of technical quality from design, through code review, to production and system health.
• Work closely with product managers, designers, and other engineering leaders to plan, prioritize, sequence, make tradeoffs, and deliver roadmap work.
• Mentor and empower senior individual contributors to increase impact beyond individual contributions and lead cross-platform/organizational technical initiatives.
• Drive operational excellence with a focus on quality, reliability, and availability of systems and applications.
• Collaborate with many engineering teams and cross-functional partners; influence decisions across stakeholders.

Requirements / Your Expertise

• 3–5+ years of hands-on experience managing an engineering team and 9+ years of relevant software development industry experience in a fast-paced tech environment.
• Proven experience leading, building, and shipping initiatives with high business impact.
• Strong product and design instinct with demonstrated experience shipping well-designed user experiences.
• Experience building and shipping AI/ML-driven end-user features.
• Excellent communication and collaboration skills; experience working with many engineering teams and cross-functional stakeholders.
• Flexible leadership style and judgment to balance short-term needs with long-term technical quality.
• Demonstrated ability to create a culture of operational excellence focused on reliability and availability.
• Experience fostering an inclusive and engaging team environment and ability to identify, retain, grow, and acquire critical talent.

Location

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
• You must live in a state where Airbnb, Inc. has a registered entity (some states may be excluded).

Inclusion & Accessibility

Airbnb is committed to working with the broadest talent pool possible and fostering inclusion and belonging. Candidates with disabilities who require reasonable accommodation during the application or interview process are encouraged to contact [email protected] with their full name, the role, and the accommodation requested.

Compensation & Benefits

• Pay Range: $204,000—$255,000 USD (base pay range; actual base pay dependent on factors such as training, transferable skills, work experience, business needs, and market demands). This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

How We'll Take Care of You

• Titles may span more than one career level; base pay depends on multiple factors and is subject to change.
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.