Senior Manager, Platform Management - Community Experience

1 week ago
Full-time
Lead
Product Management
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

Description

  • Lead and coach a team of CS Experience Managers and Platform Managers, including career development and performance management.
  • Drive strategy and execution for high-impact initiatives that improve support experiences for Airbnb users and agents.
  • Collaborate with senior leadership to align team priorities with broader customer support strategy.
  • Partner with Product, Operations, Policy, and Analytics teams to influence business decisions and support new products, services, and policies.
  • Oversee a portfolio of programs, projects, and technologies while removing blockers and supporting decision-making.
  • Monitor the performance and impact of customer support programs, products, and platforms.
  • Encourage innovation by exploring new approaches, tools, and technologies to improve support and ways of working.
  • Use data to report progress, communicate outcomes, and identify opportunities for iteration and improvement.
  • Influence product and service strategy through a customer support lens and help shape CS roadmaps.

Requirements

  • Minimum of 15 years of progressive experience in customer support, management consulting, business operations, or program management roles.
  • Experience managing teams.
  • Experience managing and mentoring high-performing teams with a focus on individual development and collective success.
  • Extensive experience managing large-scale, cross-functional programs and initiatives.
  • Experience solving complex problems with innovative technology solutions to improve customer experience and business results.
  • Deep understanding of customer support operations and improving customer experience through support design and execution.
  • Strong ability to leverage data and analytics to drive insights, measure performance, and inform decisions.
  • Comfort working with data science and analytics teams.
  • Strong communication skills with the ability to present to executive leadership and cross-functional partners.
  • BA/BS degree required; MBA or relevant Master’s degree preferred.

Benefits

  • US-remote eligible with occasional work at an Airbnb office or offsite attendance as needed.
  • Base pay range of $232,000 to $282,000 USD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Disability-inclusive application and interview process with reasonable accommodations available.

Interested in this position?

Apply directly on the company website

Apply Now

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