Airbnb Staff Platform Manager to build and improve internal tools and workflows for Airbnb's Supply operations teams. Own tooling and workflow infrastructure to support host vetting, onboarding, and support at scale.
Responsibilities
Define the multi-year strategy for Airbnb's ops platform - bring a specific, opinionated proposal for what operational support looks like in 12+ months as AI takes on more of the execution, 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; present progress to leadership on an ongoing basis
Design AI-forward operational processes and determine necessity of human-in-the-loop across or within workflows including augmented decision making judgement
Decompose multidimensional product-to-ops problems define the operational requirements, and drive a coherent solution across many owning teams
Own case management and workforce management tooling: capacity planning, workload distribution, performance measurement, and forecasting that give operations leadership 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 many PMM and engineering teams whose roadmaps this work depends on and negotiate sequencing, resolve conflicting constraints, and hold a clear point of view on tradeoffs
10+ years in product management, platform management, or operations technology at least 5 in a technical product management role with direct delivery accountability for systems built with back-end engineering teams
Deep technical fluency: reads a system architecture, pressure-tests an engineering design, understands data models and API contracts well enough to catch where a proposed solution breaks
Demonstrated experience redesigning operational processes in a high-volume service organization , taking fragmented, manual work and replacing it with structured, measurable, scalable systems at times replacing humans in the loop
Qualification
Exceptional business fluencyThis position is US - Remote EligibleOur Commitment To Inclusion & BelongingEqual Employment OpportunityHow We'll Take Care of You
Required
Experience shipping AI or automation into production operations — including designing human-in-the-loop systems: 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 your reporting line has driven complex, multi-team initiatives across engineering and PMM organizations where success depends on partnership
Exceptional business fluency: connects platform decisions to business outcomes, articulates desired results first, and measures success in business KPIs, not features shipped
Experience building or owning workforce management or case management tooling: capacity planning, queue management, SLA tracking, or performance measurement
Exceptional communication across audiences — from ops agents to back-end engineers to senior leadership
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 — uses 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
Preferred
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.
Equal Employment Opportunity:
Airbnb values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, gender, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, gender expression, sexual orientation, or any other legally protected characteristic.
