Senior Platform Manager, Agent Tools

Details

Airbnb’s Intelligent Support Platform team is seeking a Senior Platform Manager for Agent Tools to shape and build Service CRM capabilities that scale globally. This role partners with cross-functional teams (CS, ops, engineering, design, data science) to deliver automation- and ML-driven solutions that improve operational efficiency and agent satisfaction. The team focuses on leveraging automation, machine learning, and GenAI strategies to accelerate the customer service experience.

Responsibilities

• Define the vision and strategy for agent tools 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 GenAI strategies that accelerate Airbnb's customer service 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 (experimentation, metrics/KPIs, analytics).
• 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.

Location & Work 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 (see Airbnb’s list of excluded states for details).

Compensation & Benefits

• Base pay range: $194,000 — $239,000 USD.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion & Accessibility

• Airbnb is committed to inclusive hiring and encourages diverse applicants.
• If you require reasonable accommodation during the application or interview process, contact [email protected] with your full name, the role, and the accommodation requested.