Airbnb is hiring a
Platform Manager

Summary

Join Airbnb's Intelligent Support Platform team as a Platform Manager for the Routing Platform and shape the routing vision to enhance customer service.

Requirements

• 7 years of product management experience or related technical roles in data, engineering, or data science
• Proven experience building, leading, and working on data platforms and services
• A data-driven mindset with expertise in launching experiments and using results to drive business decisions
• Ability to articulate technical concepts clearly to non-technical audiences
• Outcome-oriented, with a focus on creating actionable paths to achieve desired results
• Experience working with external partners in product management or technical roles
• Ability to envision radical solutions and execute on them effectively
• Familiarity with contact center and routing domains is preferred

Responsibilities

• Define the vision and strategy for routing capabilities to enhance Airbnb’s customer service platform
• Partner with cross-functional teams to align on goals and develop the product roadmap
• Drive product execution and measure success with clear metrics and key results
• Collaborate with engineering, data science, and analytics teams to ensure decisions are data-driven
• Engage in vendor management and lead alignment discussions to streamline external partnerships
• Lead efforts to integrate dynamic routing strategies that accelerate Airbnb's digital experience
• Influence key stakeholders across the organization to drive product adoption and impact