Senior Release Manager, CS Platform

Airbnb

3d•$177,000 - $208,000•Remote

About The Position

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, self-solve solutions for our users. You will work closely with a partner team, Global Operations Community Support Planning team. This team is responsible for driving the end-to-end roadmap planning process for Community Support at Airbnb. Our team ensures that initiatives and programs are prioritized to align with our overarching strategy and our commitment to delivering an exceptional customer experience.

Requirements

7+ years of experience in technical program management, program management, release management or product operations roles with a proven track record of success
Proven experience leading cross-functional product releases with executive visibility
Exceptional communication skills, verbal, written and presentation, to all levels of an organization
Strong problem-solving and analytical skills
Understanding of best practice product release processes, experience working with engineering teams
Proficiency in virtual collaboration and project management tools like Asana, Jira, and Airtable
Strategic thinking and organizational skills, with the ability to work collaboratively and cross-functionally across teams
Hands-on, working knowledge of software product development life-cycle and methodologies. Specific experience with Agile is preferred.
Naturally accountable and responsible: Self-starter, self-motivated, focused, and self-sufficient
Strong strategic judgment: an ability to interpret organizational goals and translate them into planning activities
Ability to manage multiple, competing priorities simultaneously, in a fast-paced environment
Champion for continuous improvement
Experience working collaboratively with cross functional teams.

Responsibilities

Serve as the primary liaison between Platform Management, Technical Program Management, Engineering, Testing, and Operations ensuring clear, consistent communication and shared alignment across all workstreams for each release.
Maintain accurate source-of-truth trackers and documentation so every stakeholder has what they need, when they need it
Create and maintain release management best practices.
Define, track, and report on key release health and operational metrics ensuring releases are delivered on schedule and meet defined success criteria.
Surface issues, risks, and regional nuances before launch, and rally cross-functional partners to diagnose, escalate, and resolve issues.
Work independently alongside stakeholders and cross-functional leadership maintaining rigorous oversight of release readiness and proactively mitigating blockers.
Facilitate the official go/no-go decisions owning the acceptance criteria and process to greenlight each release.
Partner with Operations/Training to ensure agents are prepared for new tooling.
Own post-launch monitoring and retrospectives by tracking adoption, surfacing issues post-release, and running retrospectives to drive improvements