Senior Release Manager, CS Platform

Details

At Airbnb, we are driven by our mission to create belonging everywhere. Our Platform Managers embody this ethos, envisioning ideal end states for our community and working backward to achieve them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside Airbnb, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless, self-solve solutions for our users. You will work closely with a partner team, Global Operations Community Support Planning team, which drives the end-to-end roadmap planning process for Community Support at Airbnb.

Responsibilities

• Serve as the primary liaison between Platform Management, Technical Program Management, Engineering, Testing, and Operations ensuring clear, consistent communication and shared alignment across all workstreams for each release.
• Maintain accurate source-of-truth trackers and documentation so every stakeholder has what they need, when they need it.
• Create and maintain release management best practices.
• Define, track, and report on key release health and operational metrics ensuring releases are delivered on schedule and meet defined success criteria.
• Surface issues, risks, and regional nuances before launch, and rally cross-functional partners to diagnose, escalate, and resolve issues.
• Work independently alongside stakeholders and cross-functional leadership maintaining rigorous oversight of release readiness and proactively mitigating blockers.
• Facilitate the official go/no-go decisions owning the acceptance criteria and process to greenlight each release.
• Partner with Operations/Training to ensure agents are prepared for new tooling.
• Own post-launch monitoring and retrospectives by tracking adoption, surfacing issues post-release, and running retrospectives to drive improvements.

Requirements

• 7+ years of experience in technical program management, program management, release management or product operations roles with a proven track record of success.
• Proven experience leading cross-functional product releases with executive visibility.
• Exceptional communication skills (verbal, written and presentation) to all levels of an organization.
• Strong problem-solving and analytical skills.
• Understanding of best practice product release processes and experience working with engineering teams.
• Proficiency in virtual collaboration and project management tools such as Asana, Jira, and Airtable.
• Hands-on, working knowledge of software product development life-cycle and methodologies. Specific experience with Agile is preferred.
• Strategic thinking and organizational skills, with the ability to work collaboratively and cross-functionally across teams.
• Ability to manage multiple, competing priorities simultaneously in a fast-paced environment.
• Naturally accountable and responsible: self-starter, self-motivated, focused, and self-sufficient.
• Champion for continuous improvement and experience working collaboratively with cross-functional teams.

Location

• 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 state where Airbnb, Inc. has a registered entity.

Compensation

• Base pay range: $177,000—$208,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion & Accessibility

• Airbnb is committed to inclusion and encourages all qualified individuals to apply. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, contact [email protected] with your full name, the role, and the accommodation needed.