Platform Manager, AI Case Context, Community Support

The Community You Will Join:

Airbnb is a vision and mission driven company. Our Leads embody this culture and mindset. Technical team leads here imagine the ideal end state for our community (guests and hosts) first and work backwards from it, challenging all current assumptions. They champion a winning strategy and leverage actionable  metrics to ensure we are making progress against it. They partner with talented cross-functional team members (across engineering, design, data science, etc.) and lead teams to execute upon a shared vision. They are incredibly hands on and are not afraid to roll up their sleeves to get the right outcome for our community.  We are looking for leaders who want to join us in this journey to accomplish our mission of creating belonging everywhere.

The Difference You Will Make:

The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of guests and hosts who take trips and join experiences around the world every year.  Within CS, the Platform and Experience team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience. 

The Digital Platform team is looking for an AI Case Context Platform Manager, who will be responsible for building AI capabilities that enable our CS agents to quickly understand the relevant context of a case and empower them to address our users’ issues effectively.

This role is instrumental in advancing Airbnb’s CS organization by creating robust, scalable, and efficient intelligent components. The platforms and tools under this scope will play a pivotal role in empowering our agents and enhancing the overall customer support experience.

A Typical Day

• 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

Your Expertise 

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

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Airbnb,Inc. can employ in  states where we have registered entities. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware and Rhode Island. This list is continuously  evolving and being updated, please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. 

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.