Platform Lead - Community Support Operations

at Airbnb
📍 United States
USD 224,000-280,000 per year
SENIOR
✅ Remote

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Machine Learning @ 3 Data Science @ 3 Leadership @ 4 Communication @ 4

Details

Airbnb is a mission-driven company focused on creating a sense of belonging everywhere with a global community of hosts and guests. The Community Support (CS) team provides support to millions of guests and hosts globally, and within CS, the Platform and Experience team delivers the technology that enables intelligent, scalable service experiences.

Responsibilities

  • Own and drive technology strategy for the platform space.
  • Lead a team of platform managers to deliver on strategy and product delivery from concept through testing.
  • Develop roadmap sequencing and plans supporting product leadership.
  • Manage and foster collaboration across geographical and timezone boundaries.
  • Create clear measurable objectives and key results for the team.
  • Ensure product shipping and impact to business and users.
  • Collaborate across business, operations, technology, and product teams for seamless user journeys.
  • Build alignment across business and product teams and act as a key contributor to Community Support Products leadership.

Requirements

  • 10+ years of product experience.
  • 5+ years in management with direct reports.
  • Compassionate and visionary people leader.
  • Proven track record translating operational needs into product deliveries.
  • Understanding of customer transactions, communication, workflows, and operational tooling.
  • Exceptional communication skills from individual contributor up to C-suite.
  • Comfortable in cross-functional, matrixed organizations.
  • Ability to execute complex business plans involving multiple teams.
  • Experience in global environments across cultures and time zones.
  • User-centric, community-first mindset.
  • Highly analytical and data-driven decision making.
  • Familiarity with data science, analytics, and machine learning concepts.
  • Ability to absorb technical concepts and translate them for non-technical audiences.
  • Experience with customer service and/or operations teams is a plus.

Benefits

  • Base pay range: $224,000 to $280,000 USD annually.
  • Eligible for bonus, equity, benefits, and employee travel credits.
  • Remote-eligible in the U.S., with possible occasional office work or offsites.
  • Commitment to diversity, inclusion, and disability accommodations.