Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: At Airbnb, we are driven by a vision to create a world where anyone can belong anywhere. Our Product Managers embrace this culture by imagining the ideal end state for our community—both guests and hosts—and work backward from it. We champion strategies that not only challenge assumptions but also deliver measurable outcomes. You’ll be joining the Customer Support Platform team, focused on leveraging technology like automation and machine learning to support building best in class capabilities. Our team thrives on collaboration, partnering with cross-functional groups to build solutions that scale globally. The Difference You Will Make: As a Platform Manager for the Atrium Training under Airbnb's CS Support Platform, you will be responsible for shaping and executing a strategy that enables automated, smart training and coaching for our customer service agents within their Service CRM. You will collaborate with multiple functional teams across CS, ops, engineering, design, and more, driving solutions that have a tangible impact on the global Airbnb community. Your innovative thinking will enhance Airbnb’s customer service, improving both operational efficiency and agent satisfaction.

A Typical Day

• Define the vision and strategy for training and coaching capabilities to enhance Airbnb’s customer service platform.
• Partner with cross-functional teams to align on goals and develop the product roadmap.
• Drive product execution and measure success with clear metrics and key results.
• Collaborate with engineering, data science, and analytics teams to ensure decisions are data-driven.
• Lead efforts to integrate dynamic routing strategies that accelerate Airbnb's digital experience.
• Influence key stakeholders across the organization to drive product adoption and impact.

Your Expertise

• 7 years of product management experience or related technical roles in data, engineering, or data science.
• Proven experience building, leading, and working on data platforms and services.
• A data-driven mindset with expertise in launching experiments and using results to drive business decisions.
• Outcome-oriented, with a focus on creating actionable paths to achieve desired results.
• Experience working with external partners in product management or technical roles.
• Ability to envision radical solutions and execute on them effectively.
• Familiarity with contact center and routing domains is preferred.

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$177,000—$208,000 USD