Platform Manager, Provisioning & Access Management

Summary

Join Airbnb's global team and become our Platform Manager, leading the strategy, roadmap, and execution of our Provisioning Platform. You will ensure seamless and secure access to tools and systems for Airbnb's global workforce. Partner with engineering, product, operations, and security teams to deliver innovative solutions. Champion the needs of support agents and the Global Operations team, modernizing our provisioning technology for scalability and self-service capabilities. Drive innovation by defining the long-term vision and strategy for the platform, introducing new features to enhance user experience. Empower support agents with the tools they need, understanding their challenges and fostering a valued culture. This role involves collaboration, problem-solving, and making a real difference in our global community.

Requirements

• 5+ years of product management experience, with a focus on Customer Service, Operations, Provisioning, or Access Management technology
• Proven ability to deliver scalable platform capabilities that meet diverse business needs
• Highly collaborative and effective in cross-functional organizations
• Demonstrated expertise in executing multi-stakeholder initiatives with tangible outcomes
• Enjoys doing individual contributor product management work and staying in the details
• Strong analytical, problem-solving, communication, and interpersonal skills
• Proactive, self-motivated, and results-oriented
• Familiarity with agile methodologies
• Passion for Airbnb's mission and values

Responsibilities

• Champion the Mission: Advocate for the needs of both support agents and the Global Operations team, ensuring alignment with Airbnb's core goals
• Evolve Provisioning: Lead the charge in modernizing our provisioning and access technology to make it more scalable, offer more self-service capabilities to improve operational efficiency, and implement intelligent guardrails to proactively prevent abuse, ensure compliance and security for Airbnb
• Drive Innovation: Define and champion the long-term vision and strategy for Airbnb's provisioning and access management platform. Introduce new features that enhance the support agent and employee experience through close collaboration with cross-functional teams
• Empower Teams: Equip support agents with the tools they need to provide exceptional service. Deeply understand their challenges, ensure their voice is heard, and foster a culture where every agent feels valued
• Collaborate with Engineering: Sync with engineers on project progress. Actively participate in product backlog grooming sessions. Collaborate closely with the engineering team to clarify requirements, refine user stories, and ensure that the team is set up for success in the upcoming sprints
• Stakeholder Meetings: Deep dive with Global Operations to understand their needs, secure alignment on upcoming launches. Meet with potential technology vendors as part of a build vs. buy evaluation
• Shadow Users: Observe support agent interactions to identify tooling improvements and gather first hand feedback
• Data Analysis: Analyze data to measure tool impact, identify usage patterns, and spot areas for optimization
• Idea Generation: Collaborate with engineering, design and analytics to brainstorm innovative solutions. Together, explore alternative approaches, and pinpoint opportunities for product and process enhancements, ensuring the technology we build effectively meets our users needs
• Product Roadmap Review: Dedicate time to review and adjust the product roadmap, ensuring alignment with business goals, team needs, and user feedback. Communicate updates with leadership

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits