Platform Manager, Atrium Training

Details

Airbnb's Customer Support Platform team is focused on leveraging automation and machine learning to build scalable capabilities that improve customer service for guests and hosts globally. This role is responsible for shaping and executing a strategy to enable automated, smart training and coaching for customer service agents within the Service CRM, partnering closely with CS, operations, engineering, design, data science, and analytics.

Responsibilities

• Define the vision and strategy for training and coaching capabilities to enhance Airbnb’s customer service platform.
• Partner with cross-functional teams to align on goals and develop the product roadmap.
• Drive product execution and measure success with clear metrics and key results.
• Collaborate with engineering, data science, and analytics teams to ensure decisions are data-driven.
• Lead efforts to integrate dynamic routing strategies that accelerate Airbnb's digital experience.
• Influence key stakeholders across the organization to drive product adoption and impact.

Requirements

• 7 years of product management experience or related technical roles in data, engineering, or data science.
• Proven experience building, leading, and working on data platforms and services.
• A data-driven mindset with expertise in launching experiments and using results to drive business decisions.
• Outcome-oriented, with a focus on creating actionable paths to achieve desired results.
• Experience working with external partners in product management or technical roles.
• Ability to envision radical solutions and execute on them effectively.
• Familiarity with contact center and routing domains is preferred.
• Comfortable collaborating with engineering, analytics, and data science teams and using metrics to measure product impact.

Work location and eligibility

• 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 U.S. state where Airbnb, Inc. has a registered entity (some states are excluded; refer to Airbnb for the up-to-date list).

Benefits

• Base pay range: $177,000 — $208,000 USD (base pay is 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.
• Airbnb states a commitment to inclusion, encourages diverse applicants, and provides a disability-inclusive application and interview process ([email protected] for accommodation requests).