Remote Platform Manager, Routing

Summary

Join Airbnb's Intelligent Support Platform team as a Platform Manager for the Routing Platform! Shape and execute an ambitious routing vision, empowering efficient community support and optimizing dynamic routing strategies. Collaborate with cross-functional teams across CS, ops, engineering, design, and more, driving solutions impacting the global Airbnb community. Enhance customer service, improve operational efficiency, and boost agent satisfaction. This role requires 7+ years of product management experience and a data-driven mindset. The position is US-remote eligible with occasional office work.

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

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

Preferred Qualifications

Familiarity with contact center and routing domains

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits