Remote Ops Platform Lead - AI & Automation

Jackalope Digital LLC; Northern (KY); Hybrid; USD 200,000 - 240,000; Full time

Job summary

Airbnb is seeking a Platform Manager to build and improve internal tools and workflows powering Airbnb's Supply operations. You will own tooling, map current state, design scalable replacements, and drive adoption.

You sit at the intersection of operations and technology, translating how work actually gets done into structured, measurable systems. You are as comfortable writing a product brief as evaluating a build vs. buy decision and aligning teams for successful delivery.

Qualifications

• 10+ years in product management, platform management, or operations technology.
• Reads system architecture and understands data models and API contracts well enough to catch design issues.
• Experience redesigning operational processes in high-volume service organizations.
• Experience shipping AI or automation into production operations with human-in-the-loop considerations.
• Track record of delivering outcomes through multi-team collaborations outside your direct reporting line.
• Exceptional business fluency: ties platform decisions to business KPIs, not just features.
• Experience building or owning workforce/case management tooling.
• Exceptional communication across audiences, from ops agents to senior leadership.

Responsibilities

• Define the multi-year strategy for Airbnb's ops platform and prioritize a roadmap.
• Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Eng, and Operations.
• Design AI-forward operational processes and determine need for human-in-the-loop.
• Decompose multidimensional product-to-ops problems and drive coherent solutions across owning teams.
• Own case management and workforce tooling: capacity planning, workload distribution, and forecasting.
• Write exceptional product briefs, prototype with engineering, and drive adoption through launch.
• Navigate and align PMM and engineering roadmaps, managing sequencing and tradeoffs.

Skills

Platform mgmt

Ops tech fluency

AI in production

Cross-team leadership

Business KPIs

Workforce tooling

Human-in-the-loop

Tools

Salesforce Service Cloud

Airtable

Zendesk

Job description

Airbnb is seeking a Platform Manager to build and improve internal tools and workflows powering Airbnb's Supply operations. You will own tooling, map current state, design scalable replacements, and drive adoption.

You sit at the intersection of operations and technology, translating how work actually gets done into structured, measurable systems. You are as comfortable writing a product brief as evaluating a build vs. buy decision and aligning teams for successful delivery.