Platform Lead - Community Support Operations

Summary

Join Airbnb's Community Support team as a CS Operations Platform Lead and lead a team of platform managers to build and deliver future plans for the technology supporting our service. You will contribute to delivering exceptional service, working with design, engineering, and operations teams to create seamless solutions. This role is crucial for enhancing customer experience by reimagining quality and operational performance. As a leader, you will own technology strategy, drive its delivery, oversee product development, manage a team, set objectives, and collaborate with various stakeholders. You will also be a key contributor to the Community Support Products leadership team. The position is US-remote eligible with occasional office work.

Requirements

• 10+ years of product experience
• 5+ years experience in a management role with direct reports
• Compassionate people leader with a vision who inspires those around to bring the best version of themselves
• Proven track record of translating operational needs into product deliveries
• Understanding of customer transactions and communication, operational workflows, operational tooling
• Exceptional communication skills at all levels, from individual and team-level, up to C-suite
• Highly collaborative and comfortable executing in a cross-functional, matrixed organization
• Ability to orchestrate across teams, both yours and others’, to build and execute complex business plans and strategies
• Experience in operating in global environments across cultures, locations, and time zones
• A Community-first user-centric mindset
• Highly analytical and comfortable making data-driven decisions while balancing the right approach for our Community
• Familiarity with data science, analytics and machine learning concepts
• Demonstrated track record of product deliveries. Ability to lead and influence teams
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience

Responsibilities

• Own and drive the technology strategy for your space
• Drive the delivery of your strategy through a team of world-class platform managers
• Oversee product delivery in your space from concept, design, build through to testing and delivery
• Develop key interdependent roadmap sequencing and plans in support of Product leadership
• Manage a team of platform managers, fostering collaboration across geographic locations and time zones
• Create clear and measurable objectives and key results for the team
• Efficiently execute to ship product and deliver impact for our business and users
• Work closely with all business, ops, technology and product stakeholders to ensure successful end-to-end user journey delivery
• Build alignment across business and platform product teams, cross-functional partners (CS Operations, Payments, Trust, FP&A, Product Marketing, etc.) and the Leadership / Executive team
• Be a key contributor to the Community Support Products leadership team

Preferred Qualifications

Experience working with a customer service team and/or operations team is a big plus

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits