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 our mission to create belonging everywhere. Our Platform Managers embody this ethos, envisioning ideal end states for our community and working backward to achieve them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside Airbnb, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless solutions for our users. The Difference You Will Make: We are looking for a visionary Staff Platform Manager to lead the strategy and evolution for our IVR and Voice support ecosystem, using AI to drive towards the vision of 10 Star Community Service, and making  it scalable, inclusive, and adaptable to all Airbnb users worldwide. This is your chance to drive innovation at the intersection of technology, user experience, and global-scale user support. You will build and lead a platform that touches the lives of millions of people around the world.  You will have the chance to shape this product space, making it seamless and accessible for all Airbnb users, in all languages, cultures, and needs. Whether it’s using smarter AI tools, refining personalized suggestions, or ensuring human support is always available, you’ll build a path to help that feels reliable and effortless for everyone, everywhere.

A Typical Day

• Establish an inspiring vision for user-facing voice support products that meets the unique needs of guests, hosts, partners, and business users worldwide.
• Streamline experiences to build a help system that users rely on to instantly get the answers they need.
• Harness AI to incorporate and personalize AI tools, ensuring smooth transitions between AI and human support for complex queries.
• Build a Voice AI ecosystem that customers love, and one that is personalized to their needs.
• Measure and improve impact. Lead assessments of product performance using data-driven insights (issue rates, feedback metrics, etc.) while driving continuous enhancements and setting ambitious KPIs.
• Develop the platform product roadmap and build consensus on prioritization which drives product execution.
• Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution.

Your Expertise

• At least 7 years of experience in product management or equivalent roles involving the creation and development of AI-ML-based products at a global scale.
• Deep experience in building and scaling voice-based systems and in multi-modal AI ecosystems.
• Experience with applying AI technologies to improve the users experience, such as conversational AI platforms and personalized recommendation systems.
• Proven history of leading cross-functional teams and successfully managing large-scale digital products or platforms.
• Ability to craft and articulate a compelling product vision, supported by a clear narrative and actionable roadmap to achieve results.
• Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution.
• Demonstrated success in building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs.
• Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to achieve business objectives.
• Experience building products for customer support is a plus but not required.

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$194,000—$239,000 USD