Senior Platform Manager, Agent Tools

Details

At Airbnb, we are driven by a vision to create a world where anyone can belong anywhere. Our Product Managers embrace this culture by imagining the ideal end state for our community—both guests and hosts—and work backward from it. You’ll be joining the Intelligent Support Platform team, focused on leveraging technology like automation and machine learning to support the broader community experience. Our team thrives on collaboration, partnering with cross-functional groups to build solutions that scale globally.

Responsibilities

• Define the vision and strategy for agent tools and Service CRM capabilities to enhance Airbnb’s customer service platform.
• Partner with cross-functional teams (CS, operations, engineering, design, data science, analytics) to align on goals and develop the product roadmap.
• Drive product execution and measure success with clear metrics and key results; launch and evaluate experiments to inform decisions.
• Collaborate closely with engineering, data science, and analytics teams to ensure data-driven decisions.
• Lead initiatives to integrate GenAI and automation strategies to accelerate Airbnb's customer service experience.
• Influence and align 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.
• Data-driven mindset with expertise in launching experiments (A/B testing) and using results to drive business decisions.
• Outcome-oriented with the ability to create actionable plans 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 Policy

• 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.
• Candidates must live in a U.S. state where Airbnb, Inc. has a registered entity (some states are excluded).

Compensation & Benefits

• Base pay range: $194,000—$239,000 USD (base pay depends on experience, skills, and market factors).
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Technologies, Domains & Skills Mentioned

• Automation, Machine Learning, GenAI
• Data platforms and services, Data science, Analytics
• Service CRM, contact center and routing domains
• Experimentation / A/B testing
• Cross-functional collaboration, stakeholder management, product strategy