Senior Engineering Manager - Community Support Engineering

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.

Role overview

We are looking for a passionate and forward-thinking Sr Engineering Manager to lead our Ambassador Routing and Communications (ARC) team. ARC sits at the heart of Airbnb’s Community Support Platform, ensuring that guest and host issues are routed with precision and care to our ambassadors across voice, messaging, email, and other channels. This leadership role will enable customer experiences and empower ambassadors worldwide by tackling technical and operational complexity and driving an evolution towards intelligent, resilient, skill-based, and differentiated support for our global community.

Responsibilities

• Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion.
• Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables.
• Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes.
• Coach and mentor engineers and other leaders, elevating talent and fostering an environment of continuous learning.
• Shape and execute on ARC strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support.
• Balance business priorities and technical investments to deliver long-term health of systems.
• Manage, grow, and inspire a distributed team of engineers working on large-scale systems at the core of Airbnb’s customer support experience.

Exciting projects you will lead

• Project Vicarius: provide disaster recovery and regional failover capabilities for customer support so ambassadors can continue serving guests and hosts during major regional or infrastructure outages by intelligently routing critical interactions to alternate regions.
• Differentiated Service: build and scale AI-powered systems that deliver personalized, differentiated support for valued customers by integrating customer attributes and ambassador skills into routing decisions.
• Routing 2.0: transform from complex, queue-based routing to a modern, skills-based, data-driven intelligent routing engine that auto-balances capacity and demand.
• Skill-Based Routing: implement a skills and proficiency framework to match inquiries with the best-equipped ambassadors, shifting from static queues to dynamic agent attributes.

Requirements / Your expertise

• Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level).
• Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in customer support or communications domains.
• Hands-on experience establishing agile, iterative engineering processes and driving continuous improvements in quality and predictability.
• Strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams.
• Demonstrated success fostering engineering culture with accountability around quality, availability, and scalability of solutions.
• Excellent communication skills and the ability to lead, inspire, and grow high-performing technical teams.
• A passion for delivering delightful experiences for both end-users and internal stakeholders.

Location

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 state where Airbnb, Inc. has a registered entity (see Airbnb careers for up-to-date excluded states). If employed by another Airbnb entity, your recruiter will advise eligible states.

Our commitment to inclusion & belonging

Airbnb is committed to working with the broadest talent pool possible. We strive to provide a disability inclusive application and interview process. If you require reasonable accommodation to submit an application, contact [email protected] with your full name, the role you’re applying for, and the accommodation needed.

How we'll take care of you / Pay

Titles may span more than one career level. Actual base pay depends on factors such as training, transferable skills, work experience, business needs and markets. The role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$244,000—$305,000 USD

Offices

United States