Product Manager

Summary

Join Airbnb's Community Support team as a Platform Manager to lead the strategy and evolution of the Help Center, ensuring it's a scalable, inclusive, and adaptable solution for all users globally. You will drive innovation at the intersection of technology, user experience, and global-scale knowledge management, shaping a product that impacts millions. A typical day involves establishing a vision for the Help Center, streamlining user experiences, harnessing AI for personalized support, staying ahead of support trends, measuring impact, developing product roadmaps, and collaborating with cross-functional teams. This role requires significant experience in product management and leading large-scale digital platforms, along with expertise in AI technologies and global user needs. The position offers a competitive salary and benefits package.

Requirements

• At least 5 years of experience in product management or equivalent roles involving the creation and development of products at a global scale
• Proven history of leading cross-functional teams and successfully managing large-scale digital platforms
• Ability to craft and articulate a compelling product vision, supported by a clear narrative and actionable roadmap to achieve results
• Experience with applying AI technologies to improve the users experience, such as conversational AI platforms and personalized recommendation systems
• Demonstrated success in building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs
• Exceptional collaboration, partnership, and influencing abilities, driving consensus effectively across diverse teams
• Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to achieve business objectives
• Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution

Responsibilities

• Establish an inspiring vision for the Help Center that meets the unique needs of guests, hosts, partners, and business users across multiple platforms
• Streamline experiences to build a help system that users rely on to instantly get the answers they need
• Harness AI to incorporate and personalize AI tools like conversational UIs and personalized search functionalities, ensuring smooth transitions between AI and human support for complex queries
• Stay ahead of evolving support trends such as conversational search systems, AI-assisted translations, and hyper-personalized help journeys
• Measure and improve impact. Lead ongoing assessments of Help Center performance using data-driven insights (issue rates, feedback metrics, etc.) while driving continuous enhancements and setting ambitious KPIs
• Develop the platform product roadmap and build consensus on prioritization which drives product execution
• Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution

Preferred Qualifications

Experience building products for customer support is a plus but not required

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits