Staff Platform Manager - Agent Products and Intelligence Platforms

Airbnb

6d•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: Airbnb is a vision and mission driven company. Our Leads embody this culture and mindset. Technical team leads here imagine the ideal end state for our community (guests and hosts) first and work backwards from it, challenging all current assumptions. They champion a winning strategy and leverage actionable metrics to ensure we are making progress against it. They partner with talented cross-functional team members (across engineering, design, data science, etc.) and lead teams to execute upon a shared vision. They are incredibly hands on and are not afraid to roll up their sleeves to get the right outcome for our community. We are looking for leaders who want to join us in this journey to accomplish our mission of creating belonging everywhere. The Difference You Will Make: The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of guests and hosts who take trips and join experiences around the world every year. Within CS, the Platform and Experience team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience. The Agent Products and Intelligence Platforms team is looking for a Staff Platform Manager, who will be responsible for building AI capabilities and horizontal AI tools in support of our CS agents as well as various AI products. This role is instrumental in advancing Airbnb’s CS organization by creating robust, scalable, and efficient intelligent components. The platforms and tools under this scope will play a pivotal role in empowering our agents and enhancing the overall customer support experience.

Requirements

8+ years of product management experience OR other technical disciplines (engineering / data science / project management)
Experience building/leading/developing/working on machine learning platforms / services
Data-driven mentality with experience in launching experiments and justifying key business/product decisions based on their results
Ability to quickly absorb technical concepts and communicate them to a non-technical audience
Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create a path to achieve it
Experience working with external partners in a product management or technical role
Radical thinking paired with strong execution. Can envision a world different than the status quo with the ability to articulate a clear path to get there

Responsibilities

Manage and spearhead the development of Agent facing products as well as horizontal AI tools (for instance RAG)
Challenge the status quo and inspire people toward a unified outcome.
Define goals and success with clearly measurable objectives and key results.
Efficiently execute to ship products and deliver impact for our business and users.
Lead cross-functional groups to deliver on the team’s mission.
Communicate concisely and influence outcomes.
Build alignment across product teams, cross-functional partners (FP&A, Marketing, Operations, Customer Experience, Trust, etc.) and Leadership/Executive team
Develop the platform product roadmap and build consensus on prioritization which drives product execution
Define and analyze metrics that inform product success & health
Identify and directly contribute to key metrics via the AI-automation and AI-augmentation efforts
Supercharge and support other platform teams by unlocking personalization opportunities through machine learning models
Keep up with cutting-edge ML technologies & trends to help lead the prioritization of ML innovations, especially when it’s related to CS.