Airbnb is hiring a
Platform Lead

Summary

Join Airbnb as a Platform Lead for Global Channels & Routing and help scale the Community Support operations team by giving guests and hosts integrated and seamless solutions that empower them to easily get service through the best channel or route them to the best person for support.

Requirements

• 12+ years of product or platform management experience
• 5+ years of experience in a management role with direct reports
• Proven track record of translating customer needs into product features and delivering frictionless customer experiences
• Strong understanding of customer transactions, operational workflows, internet technologies, and development methodology for a global multi-business environment
• Experience with online help experiences, personalization, and prediction
• Exceptional communication skills at all levels, from team-level to C-suite
• Highly collaborative and comfortable executing in a cross-functional, matrixed organization
• Ability to build and execute complex business plans and strategies across teams
• Experience operating in global environments across cultures, locations, and time zones
• A user-centric mindset with strong analytical skills for data-driven decision making
• Familiarity with data science, analytics, and machine learning concepts
• Demonstrated product leadership and the ability to influence teams

Responsibilities

• Develop the vision and strategy for Global Channels & Routing, building consensus on the roadmap and prioritization
• Mentor and lead a team of experienced Platform Managers, fostering a collaborative and high-performing environment
• Drive product execution by creating clear and measurable objectives and key results for the team
• Collaborate closely with cross-functional partners to deliver end-to-end user journey experiences
• Evaluate new product opportunities and propose solutions to expand product and business capabilities
• Stay updated on cutting-edge technologies and innovations to apply to Airbnb’s support use cases

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits