Platform Lead

Summary

Join Airbnb's Community Support team as Platform Lead for the Global Digital Experience Platform and shape the future of how the community receives support. Lead a global team of product managers in developing intuitive self-solve experiences. Develop and refine the experience platform strategy, stay updated on AI and self-service technologies, and collaborate with cross-functional teams. Set measurable objectives and key results, influence stakeholders, and evaluate new product opportunities. Help scale Community Support operations while integrating cutting-edge technology to enhance the user journey. Your impact will be felt by users and across the organization.

Requirements

• 12+ years of product management experience, with 5+ years in a management role
• Compassionate leader who inspires and brings out the best in their team
• Proven ability to translate customer needs into innovative product solutions that deliver results
• Strong understanding of customer service workflows, data, AI technologies, and global operations
• Experience with personalization, prediction, and online help experiences
• Exceptional communicator, comfortable presenting at all levels including C-suite
• Ability to manage complex business plans in a cross-functional and matrixed organization
• Experience working in global, multi-cultural environments across different time zones

Responsibilities

• Develop and refine the experience platform strategy aligned with Airbnb's Community Support vision
• Lead a global team of platform managers, ensuring the successful execution of product roadmaps
• Stay updated on AI and self-service technologies to enhance Airbnb's self-solve capabilities
• Collaborate with cross-functional teams including design, engineering, and operations to deliver seamless user experiences
• Set measurable objectives and key results for the team, ensuring consistent delivery and impact
• Influence and align stakeholders, from business and platform teams to executive leadership
• Evaluate new product opportunities, guiding decisions on buy vs. build solutions for enhancing business capabilities

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits