Platform Lead - Community Support Operations

Airbnb; United States; Remote; USD 224,000 - 280,000; Full time

Job summary

A leading technology company is seeking a Platform Lead for Community Support Operations. This remote position involves managing a team of platform managers to enhance service delivery. Ideal candidates will have over 10 years of product experience and demonstrate compassionate leadership. The role includes strategizing technology to ensure exceptional customer experiences, making it critical for operational success.

Benefits

Employee Travel Credits

Bonus potential

Health and wellness benefits

Qualifications

• 10+ years of product experience required.
• 5+ years in a management role with direct reports.
• Experience working with customer service or operations teams preferred.
• Experience operating in global environments.

Responsibilities

• Own and drive the technology strategy for the platform.
• Oversee product delivery from concept to testing.
• Manage and develop a team of platform managers.
• Create clear objectives and key results for the team.
• Align with cross-functional partners.

Skills

Data-driven mindset

Compassionate leadership

Exceptional communication skills

Analytical skills

Collaborative mindset

Product management experience

Job description

Overview

Platform Lead - Community Support Operations. Airbnb is a vision and mission driven company. The 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 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 contribute to our drive to deliver 10-star service within Community Support operations teams, working closely with business partners in design, engineering and operations to deliver integrated and seamless solutions. This role is critical to delivering a great customer experience by reimagining how end-to-end quality and operational performance can be delivered.

If you are a leader who takes ownership, enjoys developing people, has a data-driven mindset, and wants to make a significant impact using innovative technologies while fostering strong cross-team relationships, we look forward to meeting you.

Responsibilities

• 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 to build and execute complex business plans and strategies
• Experience 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 and 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

Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a state where Airbnb, Inc. has a registered entity. Please check the up-to-date list of excluded states and note that the list may evolve. If your position is employed by another Airbnb entity, your recruiter will inform you which states you are eligible to work from.

Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and enable us to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you are a candidate with a disability and require reasonable accommodations during the application process, please contact [e-mail] and include your full name, role, and accommodation needed.

Compensation & Benefits

Our job titles may span more than one career level. The base pay range is subject to change and may include bonus, equity, benefits, and Employee Travel Credits. Pay Range: $224,000—$280,000 USD.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Project Management and Product Management
• Industries: Software Development

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