Platform Product Manager, Community Support

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 to connect with communities in a more authentic way.

Responsibilities

• Establish an inspiring vision for the Help Center that meets the unique needs of guests, hosts, partners, and business users across multiple platforms.
• Streamline experiences to build a help system that users rely on to instantly get the answers they need.
• Harness AI to incorporate and personalize AI tools like conversational UIs and personalized search functionalities, ensuring smooth transitions between AI and human support for complex queries.
• Stay ahead of evolving support trends such as conversational search systems, AI-assisted translations, and hyper-personalized help journeys.
• Measure and improve impact. Lead ongoing assessments of Help Center performance using data-driven insights (issue rates, feedback metrics, etc.) while driving continuous enhancements and setting ambitious KPIs.
• Develop the platform product roadmap and build consensus on prioritization which drives product execution.
• Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution.

Requirements

• At least 5 years of experience in product management or equivalent roles involving the creation and development of products at a global scale.
• Proven history of leading cross-functional teams and successfully managing large-scale digital platforms.
• Ability to craft and articulate a compelling product vision, supported by a clear narrative and actionable roadmap to achieve results.
• Experience with applying AI technologies to improve the users experience, such as conversational AI platforms and personalized recommendation systems.
• Demonstrated success in building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs.
• Exceptional collaboration, partnership, and influencing abilities, driving consensus effectively across diverse teams.
• Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to achieve business objectives.
• Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution.
• Experience building products for customer support is a plus but not required.

Benefits

• Base pay range from $177,000 to $208,000 USD, with potential eligibility for bonus, equity, benefits, and Employee Travel Credits.
• Remote eligible position in the United States with occasional office or offsite attendance as agreed with manager.
• Commitment to inclusion and belonging, fostering diverse ideas and providing disability inclusive application and interview process.