Staff Platform Manager, Quality

Details

Airbnb's support technology team builds and scales the tools used by Community Support Quality Analysts, Team Leads, and Operations Managers to ensure consistent, exceptional service for hosts and guests. This role owns the strategy, roadmap, and execution of quality tooling, including decisions about building vs acquiring capabilities and delivering end-to-end automated quality evaluation at scale.

Responsibilities

• Champion the needs of QAs, Team Leads, Agents, and Operations Management by synthesizing user and product data and industry trends to identify opportunities.
• Lead strategy and execution for Airbnb's quality tooling platform; ensure high-quality, intuitive experiences for all users.
• Define and execute the quality tooling roadmap and prioritization framework, balancing speed-to-value with long-term solutions.
• Own end-to-end automation solutions to drive better quality service at scale.
• Integrate quality data across the broader agent lifecycle by partnering with Coaching and Supervisor Tooling teams.
• Work closely with engineering to build features and improve AI-powered products; analyze model outputs versus human judgments to identify inconsistencies and propose solutions.
• Set and uphold product quality standards for shipped features and hold teams accountable to those standards.
• Shadow users to observe workflows, gather feedback, and identify friction points.
• Define success metrics for tooling capabilities, track them, and use them to validate improvements and inform prioritization.
• Manage relationships with external partners to drive product improvements and align on priorities.
• Drive cross-functional alignment on product vision and proposed solutions across teams and leadership.

Requirements

• 9+ years of product management experience; experience with quality, operations, or data-driven tooling is a plus.
• Deep expertise with ML/AI-powered products and proven ability to drive model improvements, evaluation frameworks, performance trade-offs, and automation quality in partnership with engineering.
• Strong analytical and problem-solving skills; data-driven approach to prioritization and decision-making.
• Proven ability to deliver in cross-functional organizations with multiple stakeholders and interdependencies in ambiguous and complex situations.
• Ability to adapt communication style for technical and non-technical audiences; quickly absorb technical concepts and explain them clearly.
• Experience making strategic capability decisions in fast-moving product environments and driving alignment on tradeoffs.
• Proactive, self-motivated, and results-oriented.
• Passion for Airbnb's mission and values.

Location & Work Policy

• This position is US - Remote Eligible. Occasional in-office work or offsite attendance may be required as agreed with the manager.
• You must live in a state where Airbnb, Inc. has a registered entity (see Airbnb careers for excluded states).

Compensation & Benefits

• Base pay range: $200,000—$240,000 USD.
• Role may be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

• Airbnb is committed to inclusion and belonging; offers a disability-inclusive application and interview process (reasonable accommodations email provided).