Senior Platform Manager, Agent Tools

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 Intelligent Support Platform team, focused on leveraging technology like automation and machine learning to support the broader community experience. 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 Agent Tools under Airbnb's Intelligent Support Platform, you will be responsible for shaping and building Airbnb’s best in class Service CRM capabilities. 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 agent tools 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 GenAI strategies that accelerate Airbnb's customer service 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. 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. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range $194,000—$239,000 USD Apply tot his job