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:
Our team is responsible for building and scaling the technology that supports Airbnb's global support operations. We are passionate about creating tools that enable our Community Support Quality Analysts, Team Leads, and Operations Managers to ensure the delivery of exceptional, consistent service to our community of hosts and guests.
We are seeking a highly motivated and experienced Platform Manager to lead the strategy, roadmap, and execution of our quality tooling. In this role, you will own how we build products to enable evaluating and improving agent performance at scale. This includes the strategy for how and when we build and acquire quality capabilities, and the end-to-end execution of automated quality evaluation. You will ensure that our tooling is high-quality and fit-for-purpose for the Quality teams and other operational users who rely on them every day. You will partner closely with engineering, operations, and other cross-functional teams to define and deliver a quality platform that raises the bar for agent performance across Airbnb's global support organization.
The Difference You Will Make:
- Champion the Mission: Deeply understand, synthesize insights, and and advocate for the needs of QAs, Team Leads, Agents, and other Operations Management. Leverage data from users, product data, and business/industry trends to identify opportunities.
- Own Quality Tooling Strategy: Lead the strategy and execution for Airbnb's quality tooling platform. Ensure QAs, Team Leads, and other users have a high-quality, intuitive experience across every feature we ship.
- Define and Execute the Quality Roadmap: Develop the prioritization framework for our quality capabilities. Drive complex, strategic quality capability decisions,, balancing speed-to-value against the best long-term solutions.
- Deliver Scale Through Technology: Own end-to-end automation solutions that drive better quality service at scale.
- Connect Quality to the Broader Agent Lifecycle: Partner with Coaching and Supervisor Tooling teams to ensure quality data is a connected, high-signal input across the agent performance ecosystem.
A Typical Day:
In the fast-paced and dynamic environment of Airbnb, no two days are the same. You'll be collaborating with a diverse group of people, tackling complex challenges, and making a real difference in the lives of our global community. While the landscape is ever-evolving, here are some of the activities you will engage in:
- Build in Partnership with Engineering: Work hand-in-hand with engineering to build features, including understanding what is and isn't working in our AI-powered products. You will go deep in the data — analyzing model outputs versus human judgments to identify inconsistencies, understanding whether disagreements reflect a model issue or an ambiguity in the underlying criteria, and proposing solutions based on what you find. You'll do this through hands-on sampling, deep dives, and developing and leveraging deep domain expertise. You are a technical authority to engineering who can explain the data, resolve ambiguities, and independently drive the direction of better AI products.
- Set and Uphold the Product Bar: Define and uphold the product bar for every feature we ship - setting clear quality standards, ensuring tools are intuitive and fit-for-purpose for each user type, and holding teams accountable for delivering to the right standard.
- Shadow Users: Observe QA, Team Lead, and other user workflows firsthand to identify friction points, gather feedback, and ensure the tools we build reflect real user needs.
- Measure What Matters: Define the right success metrics for our capabilities, track them rigorously, and use them to identify gaps, validate improvements, and inform roadmap prioritization.
- Partner Management: Meet with external partners to drive product improvements, escalate issues, and define priorities and drive roadmaps on behalf of Airbnb's quality and operations teams.
- Cross-Functional Alignment: Autonomously drive cross-functional alignment on product vision and proposed solutions across teams, extended stakeholders, and leadership. .
- Product Roadmap: Develop and own the quality tooling roadmap, making strategic trade-offs across short-, mid-, and long-term priorities. Communicate roadmap decisions and progress with leadership.
Your Expertise:
- 9+ years of product management experience. Past experience with quality, operations, or data-driven tooling is a plus.
- Deep expertise working with ML or AI-powered products. Proven ability to independently drive model improvements, performance trade-offs, evaluation frameworks, and automation quality in close partnership with engineering.
- Proven ability to deliver in cross-functional organizations with multiple stakeholders and interdependencies, in ambiguous and complex situations.
- Strong analytical and problem-solving skills; data-driven approach to prioritization and decision-making. Uses data to measure and continually improve their product and drive business outcomes.
- Ability to adapt communication style depending on audience. Quickly absorbs technical concepts and communicate them to a non-technical audience
- Experience making strategic capability decisions in a fast-moving product environment, including driving alignment on tradeoffs in the short, mid, and long-term.
- Proactive, self-motivated, and results-oriented.
- Passion for Airbnb's mission and values.
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: reasonableaccommodations@airbnb.com. 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
$200,000—$240,000 USD
