Staff Platform Manager - GTM & Ops Tooling

Details

Airbnb is seeking a Platform Manager to build and improve the internal tools and workflows that power Airbnb's Supply operations teams. These teams vet, onboard, and support hosts at scale, while the systems supporting them are fragmented, manual, and difficult to measure. This role owns the tooling and workflow infrastructure that changes that by assessing the current state, designing scalable replacements, and driving delivery through adoption.

The role sits at the intersection of operations and technology, translating how work is performed into structured, measurable systems. The successful candidate should be comfortable mapping broken workflows with operations teams, writing product briefs, and evaluating build-versus-buy decisions.

Responsibilities

• Define the multi-year strategy for Airbnb's operations platform, including a proposal for operational support as AI takes on more execution and a prioritized roadmap balancing quick wins with foundational investments.
• Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Engineering, and Operations, and present progress to leadership on an ongoing basis.
• Design AI-forward operational processes and determine where human-in-the-loop involvement is necessary, including augmented decision-making and judgment.
• Decompose multidimensional product-to-operations problems, define operational requirements, and drive coherent solutions across multiple owning teams.
• Own case management and workforce management tooling, including capacity planning, workload distribution, performance measurement, and forecasting.
• Provide operations leadership with visibility and control over workflows, including forecasting for workforces where AI agents and humans share the queue.
• Write specific, opinionated product briefs grounded in operational reality; prototype, iterate with engineering, and own outcomes through launch and adoption.
• Navigate and align multiple product marketing and engineering teams whose roadmaps the work depends on; negotiate sequencing, resolve conflicting constraints, and maintain a clear point of view on trade-offs.

Requirements

• 10+ years of experience in product management, platform management, or operations technology, including at least 5 years in a technical product management role with direct delivery accountability for systems built with back-end engineering teams.
• Deep technical fluency, including the ability to read system architecture, pressure-test engineering designs, and understand data models and API contracts well enough to identify where proposed solutions may fail.
• Demonstrated experience redesigning operational processes in a high-volume service organization, replacing fragmented, manual work with structured, measurable, scalable systems, including situations where humans were replaced in the loop.
• Experience shipping AI or automation into production operations, including designing human-in-the-loop systems and determining where automation is appropriate, where human judgment must remain, and how to measure quality in both modes.
• Track record of delivering outcomes through teams outside the reporting line and driving complex, multi-team initiatives across engineering and product marketing organizations.
• Exceptional business fluency, including the ability to connect platform decisions to business outcomes, articulate desired results first, and measure success using business KPIs rather than features shipped.
• Experience building or owning workforce management or case management tooling, including capacity planning, queue management, SLA tracking, or performance measurement.
• Exceptional communication skills across audiences, from operations agents to back-end engineers and senior leadership.

Preferred Qualifications

• Experience with case management or workforce management platforms, Salesforce Service Cloud, Airtable, Zendesk, or similar tools.
• Familiarity with human-in-the-loop workflow design and identifying when automation is appropriate versus when human judgment must remain in the process.
• SQL fluency for pressure-testing requirements, defining success metrics, and identifying problems before launch.
• Background in scaled operations or internal tools in a marketplace or high-growth environment.
• Track record of shipping tools that demonstrably changed how operations teams work, supported by measurable outcomes.

Location

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity.

Compensation

The base pay range is $200,000–$240,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Accessibility

Airbnb is committed to working with the broadest talent pool possible and encourages all qualified individuals to apply. The company strives to provide a disability-inclusive application and interview process and offers reasonable accommodations for candidates with disabilities.