Product Leader, Guest Services & New Categories

Airbnb, Inc.; California; On-site; USD 232,000 - 282,000; Full time

Job summary

Airbnb seeks an experienced Senior Product Manager for Guest Services to help build a new business line at global scale. You will define vision, strategy, and roadmap for services that enhance guest experiences from discovery to delivery.

You will partner with supply, engineering, design, data science and operations, iterating quickly and using data to drive decisions while leading cross-functional teams through ambiguity.

Qualifications

• 10+ years of consumer product management experience.
• Track record of taking 0→1 product ideas through incubation, piloting, and graduation to scaled products.
• Experienced builder: ability to prototype using the latest AI tools to prove hypotheses and get user feedback quickly.
• Strong business acumen: ability to size opportunities and translate loosely-defined hypotheses into testable MVP scopes.
• Comfort operating in ambiguity: ability to structure new problem spaces into actionable roadmaps with minimal process.
• Experience managing multiple workstreams with competing priorities and tight timelines.
• Excellent cross-functional collaboration across business, partnerships, engineering, design, and data science.
• Experience developing product narratives and working with marketing and communications to bring new offerings to market.
• Hands-on individual contributor with attention to detail in scrappy environments.

Responsibilities

• Define the product vision, strategy, and roadmap for how guests discover, book, and enjoy services—from the first impression to the chef's arrival or the car drop-off.
• Ship and iterate fast by prototyping with engineering and design, launching experiments, reading results, and deciding what to double down on.
• Live in the data: define metrics like conversion, attach rate, and repeat bookings to identify opportunities and drop-off points.
• Talk to guests, read reviews and support tickets, and bring the real guest voice into prioritization conversations.
• Balance marketplace interests by partnering with supply and operations teams to ensure sustainability for hosts and partners.
• Drive clarity across orgs by aligning engineering, design, marketing, ops, legal, and leadership to a shared strategy.

Skills

Product management

Data-driven decisions

Cross-functional leadership

Hands-on prototyping

AI tooling

Strategic thinking

Tools

AI prototyping tools

Job description

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.

The Community You Will Join:

Our Product Managers imagine the ideal experience for our community and work backwards, creating innovative products that delight our guests and hosts. They deeply understand the needs of our users and translate these into a strategy that combines strong product thinking and deep research. They partner with talented cross-functional team members across engineering, design, operations, data science, and more, leading teams to execute a shared vision. They are incredibly detail-oriented and hands on.

The Difference You Will Make:

Airbnb has always been about where you stay. Guest Services is about everything that makes a trip more convenient and special once you're there. A private chef cooking dinner in your home. A massage after a day of hiking. A photographer to capture the trip. Groceries waiting when you land, a ride from the airport, your bags stored between checkout and your flight, a car to explore beyond city limits. As Product Manager, Guest Services, you will help build an entirely new business line and a new reason for millions of guests to open Airbnb.

This is a rare opportunity to work on a genuine zero-to-one bet inside a company at global scale. The categories are still being defined, the playbook is still being written, and the ceiling is enormous: every trip is a chance to add a service, and every service is a chance to deepen why guests choose Airbnb. You'll partner closely with the teams building the supply side (hosts and partners), along with engineering, design, data science, and operations, to grow new categories from first bookings into thriving marketplaces.

A Typical Day:

• Define the product vision, strategy, and roadmap for how guests discover, book, and enjoy services—from the first impression to the moment the chef arrives or the car is dropped off.
• Ship and iterate fast. Prototype and partner with engineering and design to build, launch experiments, read the results, and decide what to double down on and what to kill.
• Live in the data. Define the metrics that matter, like conversion, attach rate, repeat booking, guest satisfaction, and use them to find where guests drop off and where the biggest opportunities are.
• Obsess over the guest. Talk to guests, read the reviews and support tickets, take the bookings yourself. Bring the real, unfiltered voice of the guest into every prioritization conversation.
• Balance both sides of the marketplace. Partner with the supply and operations teams building the provider side, so that what's great for guests is also sustainable for the hosts and partners delivering the service.
• Drive clarity across orgs. Bring engineering, design, marketing, ops, legal, and leadership along with a clear strategy.

Your Expertise:

• 10+ years of consumer product management experience.
• Track record of taking 0→1 product ideas through incubation, piloting, and graduation to scaled products — at a consumer internet company, marketplace, or equivalent.
• Experienced builder: Ability to prototype using the latest AI tools to prove hypotheses and get user feedback quickly
• Strong business acumen: Ability to rapidly assess business viability, size opportunities, and translate loosely-defined hypotheses into testable MVP scopes.
• Comfort operating in ambiguity: Ability to structure new problem spaces into actionable roadmaps with minimal process.
• Experience managing multiple workstreams with competing priorities and tight timelines.
• Excellent cross-functional collaboration and communication skills across business, partnerships, engineering, design, and data science.
• Experience developing product narratives and working with marketing and communications to bring new offerings to market.
• Comfortable doing hands-on individual contributor product work and mastering the details in a scrappy environment.

Your Location:

Due to the nature of this position, there is a strong preference for the successful applicant to be based in San Francisco, CA, Seattle, WA or New York, NY to be able to conduct their work. We ask that you are able to work Pacific Time Zone work hours as needed. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware And Rhode Island. This list is continuously being updated, 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: [e-mail]. 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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$232,000—$282,000 USD

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.