Staff Platform Manager - GTM & Ops Tooling

Airbnb

3d•$200,000 - $240,000•Remote

About The Position

Airbnb is seeking a Platform Manager to build and improve the internal tools and workflows that power Airbnb's Supply operations teams. These teams vet, onboard, and support hosts at scale, and the systems supporting them are currently fragmented, manual, and difficult to measure. This role will own the tooling and workflow infrastructure to address these challenges by assessing the current state, designing scalable replacements, and driving their delivery through to adoption. The position sits at the intersection of operations and technology, translating operational processes into structured, measurable systems. The ideal candidate is comfortable mapping broken workflows with operations teams, writing product briefs, and evaluating build vs. buy decisions.

Requirements

10+ years in product management, platform management, or operations technology, with at least 5 years in a technical product management role with direct delivery accountability for systems built with back-end engineering teams.
Deep technical fluency: ability to read system architecture, pressure-test engineering designs, and understand data models and API contracts sufficiently to identify flaws in proposed solutions.
Demonstrated experience redesigning operational processes in a high-volume service organization, replacing fragmented, manual work with structured, measurable, scalable systems, and at times replacing humans in the loop.
Experience shipping AI or automation into production operations, including designing human-in-the-loop systems that define where automation is appropriate, where human judgment must remain, and how to measure quality in both modes.
Track record of delivering outcomes through teams outside of direct reporting lines, having driven complex, multi-team initiatives across engineering and PMM organizations where success depends on partnership.
Exceptional business fluency: ability to connect platform decisions to business outcomes, articulate desired results first, and measure success in business KPIs, not just features shipped.
Experience building or owning workforce management or case management tooling, including capacity planning, queue management, SLA tracking, or performance measurement.
Exceptional communication skills across various audiences, from operations agents to back-end engineers to senior leadership.

Nice To Haves

Experience with case management or workforce management platforms, Salesforce Service Cloud, Airtable, Zendesk, or similar.
Familiarity with human-in-the-loop workflow design, identifying when automation is appropriate and when human judgment must remain in the process.
SQL fluency: ability to use data to pressure-test requirements, define success metrics, and catch problems before launch.
Background in scaled operations or internal tools in a marketplace or high-growth environment.
Track record of shipping tools that demonstrably changed how operations teams work, with metrics to prove it.

Responsibilities

Define the multi-year strategy for Airbnb's ops platform, including a proposal for operational support in 12+ months with AI integration, and maintain a prioritized roadmap balancing quick wins against foundational investments.
Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Engineering, and Operations, and present progress to leadership on an ongoing basis.
Design AI-forward operational processes and determine the necessity of human-in-the-loop across or within workflows, including augmented decision-making judgment.
Decompose multidimensional product-to-ops problems, define operational requirements, and drive coherent solutions across multiple owning teams.
Own case management and workforce management tooling, including capacity planning, workload distribution, performance measurement, and forecasting to provide operations leadership with visibility and control, including forecasting for a workforce where AI agents and humans share the queue.
Write exceptional product briefs that are specific, opinionated, and grounded in operational reality, then prototype, iterate with engineering, and own the outcome through launch and adoption.
Navigate and align multiple PMM and engineering teams whose roadmaps this work depends on, negotiate sequencing, resolve conflicting constraints, and hold a clear point of view on tradeoffs.