Platform Lead - Community Support Operations

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 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 Difference You Will Make: 

The Internal Platform and Configuration team is looking for a CS Operations Platform Lead, who will be responsible for leading a team of platform managers to build and deliver our future plans for the technology that underpins our service.

As the CS Ops Platform Lead, you will be directly contributing to our drive to deliver 10 star service  within Community Support operations teams. You will work closely with your business partner in design, engineering and operations to deliver integrated and seamless solutions. 

This role is critical to the delivery of a great customer experience by reimagining how end- to end quality and operational performance can be delivered.

If you are the type of leader that feels a personal stake in everything that you work on, love leading and developing people, have a strong sense of ownership, a passion for data, enjoy creating great experiences for users, drive to make a significant impact on a business leveraging innovative technologies while simultaneously fostering strong relationships and building trust across teams - then we look forward to meeting you!
A Typical Day:

• Own and drive the technology strategy for your space.
• Drive the delivery of your strategy through a team of world-class platform managers.
• Oversee product delivery in your space from concept, design, build through to testing and delivery .
• Develop key interdependent roadmap sequencing and plans in support of  Product leadership
• Manage a team of platform managers, fostering collaboration across geographic locations and time zones.
• Create clear and measurable objectives and key results for the team 
• Efficiently execute to ship product and deliver impact for our business and users
• Work closely with all business, ops, technology and product stakeholders to ensure successful end-to-end user journey delivery 
• Build alignment across business and platform product teams, cross-functional partners (CS Operations, Payments, Trust, FP&A, Product Marketing, etc.) and the Leadership / Executive team
• Be a key contributor to the Community Support Products leadership team

Your Expertise: 

• 10+ years of product experience 
• 5+ years experience in a management role with direct reports 
• Compassionate people leader with a vision who inspires those around to bring the best version of themselves
• Proven track record of translating operational needs into product deliveries 
• Understanding of customer transactions and communication, operational workflows, operational tooling
• Exceptional communication skills at all levels, from individual and team-level, up to C-suite. 
• Highly collaborative and comfortable executing in a cross-functional, matrixed organization
• Ability to orchestrate across teams, both yours and others’, to build and execute complex business plans and strategies
• Experience in operating in global environments across cultures, locations, and time zones
• A Community-first user-centric mindset
• Highly analytical and comfortable making data-driven decisions while balancing the right approach for our Community
• Familiarity with data science, analytics and machine learning concepts
• Demonstrated track record of product deliveries.  Ability to lead and influence teams
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience
• Experience working with a customer service team and/or operations team is a big plus

Your Location:

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: [email protected]. 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.