Senior Manager, Platform Management - Community Experience

The Community You Will Join:

The CS Platform and Experience organization is responsible for designing the support journey for our users, and building the products and platforms used by our agents, and our community when they’re seeking help from Airbnb. The CS Experience Platforms team ensures that our users receive world class support, and that our support experience adapts to our ever-evolving business by developing end-to-end technology solutions to customer journey challenges.

The Difference You Will Make:

In this role, you will mentor and guide a team of CS Experience Managers and Platform Managers, ensuring they are equipped to deliver strategic solutions that enhance Airbnb’s support experience. Your leadership will directly influence how we support our users globally, improving upon our world-class standards. You will directly influence our CS product and platform roadmaps to propel CS forward, as well as influence upstream Airbnb product and service strategy through a CS lens.

A Typical Day:

Leadership and team development: Provide leadership and coaching to a team of CS Experience Managers and Platform Managers. You will be responsible for career development, performance management, and ensuring your team has the tools and resources to succeed.

Drive strategy and execution: Collaborate with senior leadership to align your team’s initiatives with the broader CS strategy. You will ensure that your team is focused on high-impact projects that drive improvements in support experiences for Airbnb’s users and agents.

Cross-functional influence: Ensure your team is working closely with Product, Operations, Policy, and Analytics teams to influence key business decisions and ensure that all support-related aspects of new products, services, and policies are thoughtfully designed and effectively executed.

Monitor performance and impact: Oversee a portfolio of programs, projects, and technologies, provide decision-making support to your team, remove blockers to progress and provide leadership visibility.

Foster innovation: Encourage your team to explore new approaches, tools, and technologies that can enhance both, the support experience and our ways of working. Specifically, understand the performance of core Airbnb product and services as it relates to customer experience and CS demand; influence partners across the company toward improved outcomes for the company and customers.

Communicate results and insights: Regularly report to senior leadership on the progress and outcomes of key initiatives. Use data to illustrate the impact of your team’s work, and ensure there is a clear strategy for iterating and improving where necessary.

Your Expertise:

People leadership: Experience in managing and mentoring high-performing teams, with a focus on driving individual development and collective success.

Strategic program management: Extensive experience managing large-scale, cross-functional programs and initiatives. You are skilled in overseeing multiple projects simultaneously, ensuring alignment with broader organizational objectives.

Product and platform development: Experience solving complex problems with innovative technology solutions to improve customer experience and drive business results.

Customer support expertise: Deep understanding of CS operations and experience in improving customer experience through innovative support design and execution.Data-driven decision-making: Strong ability to leverage data and analytics to drive insights, measure performance, and inform strategic decision-making. You should be comfortable working with data science and analytics teams.

Exceptional communication skills: Strong ability to present ideas, strategies, and outcomes to executive leadership and cross-functional partners in a clear, compelling manner.

Experience: Minimum of 15 years of progressive experience in customer support, management consulting, business operations or program management roles, with experience managing teams.Qualifications: BA/BS degree required; MBA or relevant Master's degree is preferred.

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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so 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.