Platform Manager, AI Case Context, Community Support

Summary

Join Airbnb's Community Support team as an AI Case Context Platform Manager and build AI capabilities to empower customer service agents. You will manage and develop case context platforms, collaborate with cross-functional teams, define product roadmaps, oversee project implementation, and create innovative digital solutions. This role requires 5+ years of product management experience or related technical expertise. You will need strong data-driven technology understanding, excellent communication skills, and experience defining product roadmaps and delivering high-quality outcomes. The position is US-remote eligible with occasional office work. Compensation includes a base pay range of $177,000-$208,000 USD, plus potential bonus, equity, benefits, and employee travel credits.

Requirements

• 5+ years of product management experience OR other technical disciplines (engineering / data science / project management)
• Strong understanding of data-driven technologies, infrastructure, and tools
• Excellent collaboration and communication skills to work with multidisciplinary teams
• Demonstrated ability to identify user needs and translate them into actionable product strategies
• Experience defining product roadmaps, managing priorities, and delivering high-quality outcomes
• 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
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience

Responsibilities

• Manage and spearhead the development of case context platforms and products within the CS Platform and Experience team
• Collaborate with cross-functional teams to understand user needs, align on objectives, and drive the successful delivery of data-driven solutions
• Define and maintain comprehensive product roadmaps that align with the organizational goals and customer support priorities
• Oversee the implementation of projects
• Create innovative digital experiences and solutions that enhance Airbnb’s capabilities in case context and intelligence
• Monitor product performance and incorporate feedback to ensure continuous improvement in the platforms and tools developed

Preferred Qualifications

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

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits