Platform Manager, Atrium Training

Details

At Airbnb, we are driven by a vision to create a world where anyone can belong anywhere. Our Product Managers imagine the ideal end state for our community—both guests and hosts—and work backward from it. You’ll be joining the Customer Support Platform team, focused on leveraging technology like automation and machine learning to build best-in-class capabilities. The team partners with cross-functional groups to build solutions that scale globally.

Responsibilities

• Define the vision and strategy for training and coaching capabilities (Atrium Training) to enhance Airbnb’s customer service platform (Service CRM).
• Shape and execute a product roadmap in partnership with CS, ops, engineering, design, data science, and analytics.
• Drive product execution, set clear metrics and key results, and measure success using data-driven approaches.
• Launch experiments and use results to inform product decisions.
• Lead efforts to integrate dynamic routing strategies that accelerate Airbnb's digital experience.
• Influence and align stakeholders across the organization to drive product adoption and impact.

Requirements

• Minimum ~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.
• Strong data-driven mindset; experience launching experiments and using results to drive business decisions.
• Outcome-oriented with experience creating actionable paths to reach goals and measurable outcomes.
• 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, data science, analytics, design, and operations teams.

Location & Work Model

• US - Remote Eligible. 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 excluded).

Compensation & Benefits

• Base pay range: $177,000 — $208,000 USD (actual base pay dependent on training, transferable skills, work experience, business needs and market demands).
• Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

Airbnb is committed to inclusion and providing a disability-inclusive application and interview process. Reasonable accommodation requests can be sent to [email protected] with your full name and role applied for.