Airbnb is hiring a
Platform Lead

Summary

Join Airbnb's Community Support team as the Platform Lead for the Global Digital Experience Platform and shape the future of how Airbnb's community receives support. Develop intuitive self-solve experiences that address the root causes of support needs, enable guests and hosts to resolve their issues quickly and effortlessly, and drive innovative solutions that empower global support systems.

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