Engineering Manager, Ambassador Routing

Airbnb

14d•Remote

About The Position

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: Critical to Airbnb’s mission is being there for hosts and guests in the moments that matter. Ambassador Routing sits at the center of that experience - powering intelligent routing and agent connections so each request reaches the right expertise, at the right time, through the right channel. As Engineering Manager, you’ll lead the team building the next generation of routing and service experiences, including skills-based matching, differentiated service pathways, and capabilities that scale with Airbnb’s expanding products and global footprint. This work is a direct lever on customer experience - speed to resolution, quality, and CSAT - as well as our ability to deliver truly “10-star” service as Airbnb continues to evolve.

Requirements

10+ years of software engineering experience, with 4+ years managing engineering teams in a fast-paced environment; BS/MS in CS or a related field or equivalent experience.
Experience building and scaling distributed systems (e.g., service-oriented architectures, APIs, event-driven systems) through measurement & experimentation driven approaches.
Solid technical judgment; you can guide trade-offs, review designs, and keep delivery moving while maintaining quality.
Demonstrated ability to turn ambiguous problem spaces into clear roadmaps, milestones, and measurable outcomes.
Strong customer and product mindset: you care deeply about the end-to-end experience and use metrics and feedback loops to guide iteration.
Excellent communication and collaboration skills - you create clarity, align partners, and drive decisions without relying on hierarchy.
Demonstrated ability to hire and retain strong talent, and build an inclusive, high-accountability team culture.

Nice To Haves

Experience with routing/matching systems, workflow orchestration, decisioning engines, or other optimization problem spaces.
Familiarity with customer support tooling and ecosystems (case management, contact channels, agent experience), and how they influence service quality.
Experience applying data science/ML or LLM-enabled techniques to improve automation, classification, triage, knowledge-retrieval or decision quality.
Experience building skill models/taxonomies (e.g., proficiency signals, intent classification) used to drive intelligent assignment and personalization.

Responsibilities

Lead a team of engineers building routing and decisioning capabilities that improve customer outcomes and operational efficiency.
Build and scale Skills Based Routing that better matches contacts to ambassador skills; enable Differentiated Service experiences that appropriately tailor support pathways to customer context - improving quality, speed, and customer satisfaction.
Contribute to Airbnb wide initiatives (e.g. Services, Experiences, multi-region resiliency) by aligning team capabilities with shared goals and ensuring smooth integration across dependencies.
Raise the bar on technical quality and execution through roadmap planning, clear ownership, and pragmatic architecture and design reviews.
Partner closely with Product, Data, Science, Operations, and adjacent engineering teams to drive success metrics (e.g., NPS, CSAT, time-to-resolution)
Champion customer-centric discovery: use qualitative insights alongside metrics to prioritize what will most improve the experience.
Develop talent and team health through coaching, feedback, and career development - creating an environment of high trust, inclusion, and accountability.