Manager, Engineering - Community Support Engineering

Details

Airbnb's Community Support Engineering team builds the technology, architecture, and solutions that power Community Support (CS) at Airbnb. The team delivers products and capabilities used by guests, hosts, CS agents, and operations teams worldwide. This role is accountable for a team that owns critical 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 strong, diverse engineering team capable of turning ambitious product visions into polished reality.
• Nurture a culture of technical quality from design through code review to production.
• Work closely with product managers, designers, and other engineering leaders to plan and deliver features and platform capabilities.
• Mentor and empower senior individual contributors to grow impact beyond individual contributions and lead cross-platform technical initiatives.
• Understand system health and drive investments for long-term reliability, availability, and operational excellence.

Typical Day

• Define, prioritize, and execute the roadmap with product, design, and stakeholders.
• Collaborate with engineers to plan, sequence, and make tradeoffs to deliver features and platform improvements.
• Coach engineering talent through one-on-ones; foster collaboration across multiple engineering teams and cross-functional partners.
• Make judgment calls balancing short-term business needs and long-term technical quality.

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.
• Strong expertise in building large-scale backend systems and experience shipping user-facing features.
• Strong product and design instincts with experience building well-designed user experiences.
• Excellent communication and collaboration skills; proven experience working with many engineering teams and cross-functional partners.
• Flexible leadership style adaptable to different ways of working.
• Experience leading and shipping large initiatives with high business impact.
• Experience creating a culture of operational excellence focused on quality, reliability, and availability.
• Good judgment in making tradeoffs between short-term needs and long-term technical quality.
• Experience fostering an inclusive and engaging team environment and ability to identify, retain, and grow critical talent.
• Experience building and shipping AI/ML-driven end-user features is a large bonus.

Location & Work Policy

• 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. Candidates must live in a U.S. state where Airbnb, Inc. has a registered entity (some states are excluded).

Benefits & Compensation

• The role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Base pay range (may be adjusted): $204,000 — $255,000 USD.

Inclusion

• Airbnb is committed to an inclusive hiring process and welcomes applicants from diverse backgrounds. Reasonable accommodations are available for candidates with disabilities.