Staff Platform Manager, Quality

Details

Airbnb's team builds and scales technology supporting global support operations. The Quality Tooling team creates tools for Community Support Quality Analysts, Team Leads, and Operations Managers to deliver exceptional and consistent service to Airbnb's hosts and guests.

The Platform Manager will lead the strategy, roadmap, and execution of Airbnb's quality tooling platform. This includes determining when to build or acquire quality capabilities, delivering automated quality evaluation, and ensuring that tooling is high-quality and fit for purpose. The role partners closely with engineering, operations, and cross-functional teams to improve agent performance across Airbnb's global support organization.

Responsibilities

• Understand and advocate for the needs of Quality Analysts, Team Leads, Agents, and Operations Management using user insights, product data, and business and industry trends.
• Lead the strategy and execution of the quality tooling platform.
• Develop prioritization frameworks and define the quality capabilities roadmap.
• Make strategic trade-offs between speed to value and long-term solutions.
• Own end-to-end automation solutions that improve service quality at scale.
• Partner with Coaching and Supervisor Tooling teams to connect quality data to the broader agent performance lifecycle.
• Work closely with engineering to build features and evaluate AI-powered products.
• Analyze model outputs against human judgments to identify inconsistencies and determine whether disagreements result from model issues or ambiguity in evaluation criteria.
• Conduct hands-on sampling and deep dives, develop domain expertise, resolve ambiguities, and independently drive the direction of improved AI products.
• Define and uphold product quality standards, ensuring tools are intuitive and fit for purpose for each user type.
• Observe QA, Team Lead, and other user workflows to identify friction points and gather feedback.
• Define success metrics, track performance, identify gaps, validate improvements, and inform roadmap prioritization.
• Meet with external partners to drive product improvements, escalate issues, and define priorities and roadmaps.
• Drive cross-functional alignment on product vision and proposed solutions across teams, stakeholders, and leadership.
• Communicate roadmap decisions and progress to leadership.

Requirements

• 9+ years of product management experience; experience with quality, operations, or data-driven tooling is a plus.
• Deep expertise working with ML or AI-powered products.
• Proven ability to drive model improvements, performance trade-offs, evaluation frameworks, and automation quality in partnership with engineering.
• Experience delivering in cross-functional organizations with multiple stakeholders and interdependencies in ambiguous and complex situations.
• Strong analytical and problem-solving skills with a data-driven approach to prioritization and decision-making.
• Ability to use data to measure and continually improve products and drive business outcomes.
• Ability to communicate technical concepts to non-technical audiences and adapt communication style to different audiences.
• Experience making strategic capability decisions in fast-moving product environments and aligning stakeholders on short-, mid-, and long-term trade-offs.
• Proactive, self-motivated, and results-oriented.
• Passion for Airbnb's mission and values.

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 Accommodation

Airbnb is committed to inclusion and belonging and encourages qualified individuals to apply. Disability accommodations are available for candidates who require assistance during the application and interview process.