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.
Platform Manager, Provisioning & Access Management
About Airbnb: Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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, setting the foundation for a world where anyone can belong anywhere.
About the Team: Our team is responsible for building and scaling the technology that empowers Airbnb's global support agents and employees. We are passionate about creating intuitive, efficient, and secure systems that enable our colleagues to deliver exceptional experiences to our community of hosts and guests.
About the Role: We are seeking a highly motivated and experienced Platform Manager to lead the strategy, roadmap, and execution of our Provisioning Platform. In this role, you will be responsible for ensuring that Airbnb's global workforce has seamless and secure access to the tools and systems they need to succeed. You will partner closely with engineering, product, operations, and security teams to define and deliver innovative solutions that address the complexities of managing access for a diverse and distributed workforce.
Difference You Will Make:
- Champion the Mission: Advocate for the needs of both support agents and the Global Operations team, ensuring alignment with Airbnb's core goals.
- Evolve Provisioning: Lead the charge in modernizing our provisioning technology to make it more scalable, offer more self-service capabilities to improve operational efficiency, and implement intelligent guardrails to proactively prevent abuse and make the platform more secure.
- Drive Innovation: Define and champion the long-term vision and strategy for Airbnb's provisioning and access management platform. Introduce new features that enhance the support agent and employee experience through close collaboration with cross-functional teams.
- Empower Teams: Equip support agents with the tools they need to provide exceptional service. Deeply understand their challenges, ensure their voice is heard, and foster a culture where every agent feels valued.
Typical Day:
In the fast-paced and dynamic environment of Airbnb, no two days are the same. You'll be collaborating with a diverse group of people, tackling complex challenges, and making a real difference in the lives of our global community. While the landscape is ever-evolving, here are some of the activities you'll engage in on a typical day:
- Collaborate with Engineering: Sync with engineers on project progress. Actively participate in product backlog grooming sessions. Collaborate closely with the engineering team to clarify requirements, refine user stories, and ensure that the team is set up for success in the upcoming sprints.
- Stakeholder Meetings: Deep dive with Global Operations to understand their needs, secure alignment on upcoming launches. Meet with potential technology vendors as part of a build vs. buy evaluation.
- Shadow Users: Observe support agent interactions to identify tooling improvements and gather first hand feedback.
- Data Analysis: Analyze data to measure tool impact, identify usage patterns, and spot areas for optimization.
- Idea Generation: Collaborate with engineering, design and analytics to brainstorm innovative solutions. Together, explore alternative approaches, and pinpoint opportunities for product and process enhancements, ensuring the technology we build effectively meets our users needs.
- Product Roadmap Review: Dedicate time to review and adjust the product roadmap, ensuring alignment with business goals, team needs, and user feedback. Communicate updates with leadership.
Your Expertise:
- 5+ years of product management experience, with a focus on Customer Service, Operations, Provisioning, or Access Management technology.
- Proven ability to deliver scalable platform capabilities that meet diverse business needs.
- Highly collaborative and effective in cross-functional organizations.
- Demonstrated expertise in executing multi-stakeholder initiatives with tangible outcomes.
- Enjoys doing individual contributor product management work and staying in the details.
- Strong analytical, problem-solving, communication, and interpersonal skills.
- Proactive, self-motivated, and results-oriented.
- Familiarity with agile methodologies.
- Passion for Airbnb's mission and values.
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What We Do
Airbnb is a community based on connection and belonging—a community that was born in 2008 when two hosts welcomed three guests to their San Francisco home, and has since grown to 4 million hosts who have welcomed over 800 million guest arrivals to about 100,000 cities in almost every country and region across the globe. Hosts on Airbnb are everyday people who share their worlds to provide guests with the feeling of connection and being at home. At Airbnb, we believe that hosts, guests and the communities where we operate are all stakeholders we have a responsibility to serve, and that by serving them alongside our employees and investors, we will build an enduringly successful company.
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