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Engineering Manager, Ambassador Routing

1 month ago
United States
Full-time
Lead
Engineering Manager
Software Development
Agile Machine Learning Microservices Scrum
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 21

Description

  • Lead a team of engineers building routing and decisioning capabilities that improve customer outcomes and operational efficiency.
  • Build and scale Skills Based Routing to better match contacts to ambassador skills and enable Differentiated Service experiences that tailor support pathways to customer context.
  • Contribute to Airbnb-wide initiatives (e.g., Services, Experiences, multi-region resiliency) by aligning team capabilities and ensuring smooth integration across dependencies.
  • Define and drive roadmap planning, clear ownership, and pragmatic architecture and design reviews to raise technical quality and execution.
  • Partner closely with Product, Data, Science, Operations, and adjacent engineering teams to define and drive success metrics (e.g., NPS, CSAT, time-to-resolution).
  • Champion customer-centric discovery by using qualitative insights alongside metrics to prioritize work that improves the experience.
  • Develop talent and team health through coaching, feedback, and career development to create an environment of high trust, inclusion, and accountability.
  • Run healthy execution rhythms (roadmap reviews, backlog grooming, retrospectives) and review progress against milestones/OKRs, adjusting priorities and communicating changes.
  • Oversee operational reviews (incidents, reliability trends, tech debt) to strengthen the platform while scaling impact.

Requirements

  • 10+ years of software engineering experience, with 4+ years managing engineering teams in a fast-paced environment; BS/MS in Computer Science or a related field or equivalent experience.
  • Experience building and scaling distributed systems (service-oriented architectures, APIs, event-driven systems) using measurement- and experimentation-driven approaches.
  • Strong technical judgment with the ability to guide trade-offs, review designs, and keep delivery moving while maintaining quality.
  • Demonstrated ability to turn ambiguous problem spaces into clear roadmaps, milestones, and measurable outcomes.
  • Customer- and product-focused mindset that uses metrics and feedback loops to guide iteration.
  • Excellent communication and collaboration skills to create clarity, align partners, and drive decisions without relying on hierarchy.
  • Proven ability to hire, retain, and develop strong engineering talent and build an inclusive, high-accountability team culture.
  • Experience with routing/matching systems, workflow orchestration, decisioning engines, or related optimization problem spaces (preferred).
  • Familiarity with customer support tooling and ecosystems (case management, contact channels, agent experience) and how they influence service quality (preferred).
  • Experience applying data science/ML or LLM-enabled techniques to improve automation, classification, triage, knowledge retrieval, or decision quality, and experience building skill models/taxonomies (preferred).

Benefits

  • Base pay range $204,000–$255,000 USD.
  • This role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
  • US - Remote Eligible (must live in a state where Airbnb, Inc. has a registered entity); may include occasional office work or attendance at offsites.
  • Airbnb provides disability-inclusive application and interview accommodations and is committed to inclusion and belonging.

Interested in this position?

Apply directly on the company website

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