Why Airbnb?
Founded in 2007 by two visionary hosts who opened their San Francisco home to three adventurous guests, Airbnb has grown into a global community of more than 4 million hosts and over 1 billion guest arrivals across virtually every country on the planet. Our purpose is simple yet profound: to create a world where anyone can belong anywhere. From cozy treehouses in Costa Rica to sleek lofts in Tokyo, Airbnb empowers people to experience places authentically, forging connections that transcend borders.
Our success is driven by technology, trust, and an unwavering focus on the people who make the platform possible—our hosts, guests, and the teams behind the scenes. As we continue to scale, the need for innovative, self‑service solutions that make support effortless for millions of users has never been greater. This is where you come in.
The Community You’ll Join
The Community Support (CS) organization is a global business unit tasked with delivering world‑class assistance to both hosts and guests. We build the technology platforms that power our support agents, streamline back‑office processes, and—most importantly—enable users to resolve issues on their own, quickly and confidently. Our platform product team works at the intersection of data, AI, design, and operations to craft intuitive, self‑solve experiences that reduce friction and elevate satisfaction.
As a senior leader on this team, you will be part of a culture that celebrates curiosity, collaboration, and a relentless drive to improve the user journey. We value diverse perspectives, encourage bold ideas, and support each other’s growth. If you thrive in a fast‑moving, high‑impact environment where your work touches the lives of millions, you’ll feel right at home.
Role Summary – Platform Lead, Global Digital Experience
We are seeking a visionary, hands‑on leader to own the strategy, execution, and evolution of Airbnb’s Global Digital Experience Platform. In this role you will:
- Define and champion a multi‑year platform roadmap that aligns with Airbnb’s Community Support vision.
- Lead a distributed team of product managers, platform engineers, and designers across multiple time zones.
- Partner with AI, data science, and analytics teams to embed intelligent, predictive capabilities into self‑service flows.
- Drive a culture of experimentation, measurement, and continuous learning to improve key support metrics (e.g., First Contact Resolution, Net Promoter Score, Agent Efficiency).
- Influence senior leadership, presenting insights, progress, and business cases that shape company‑wide strategy.
- Identify, evaluate, and prioritize “buy vs. build” decisions, ensuring the platform remains flexible and future‑proof.
Key Responsibilities (Day‑to‑Day)
- Strategic Planning: Craft and maintain a comprehensive platform strategy that anticipates global support needs, incorporates emerging technologies (AI, ML, conversational interfaces), and balances short‑term wins with long‑term innovation.
- Team Leadership: Recruit, mentor, and develop a high‑performance team of product managers and cross‑functional partners. Foster an inclusive environment where every voice is heard and ideas are tested rigorously.
- Roadmap Execution: Translate strategic themes into quarterly and monthly roadmaps, break down initiatives into clear deliverables, and ensure on‑time delivery while maintaining quality standards.
- Stakeholder Alignment: Serve as the central hub between design, engineering, data, operations, and executive teams. Facilitate regular syncs, status updates, and risk‑mitigation workshops.
- Metrics & Impact Measurement: Define success metrics (e.g., reduction in support tickets, increase in self‑solve rates, cost‑to‑serve reductions), build dashboards, and present findings to senior leadership.
- Innovation Advocacy: Stay ahead of industry trends—especially in AI‑driven assistance, personalization, and predictive analytics—and champion pilots that could become core platform capabilities.
- Governance & Compliance: Ensure platform solutions meet global regulatory requirements, data‑privacy standards, and accessibility guidelines.
Essential Qualifications
- 12+ years of product management experience, with at least 5 years in a senior leadership or people‑management role.
- Demonstrated track record of launching large‑scale, high‑impact platforms that serve millions of users globally.
- Deep understanding of customer service workflows, support‑center operations, and the technology stack that powers them.
- Hands‑on experience with AI/ML concepts such as natural language processing, recommendation engines, and predictive routing.
- Strong analytical mindset—ability to translate data into actionable product decisions and business cases.
- Exceptional communication skills; comfortable presenting complex ideas to C‑suite executives and influencing cross‑functional teams.
- Proven ability to thrive in a matrixed, multicultural organization, navigating time‑zone differences and cultural nuances.
- Passion for building inclusive, user‑centric experiences that empower both customers and support agents.
Preferred Qualifications
- Experience in travel, hospitality, or marketplace industries.
- Background in building self‑service portals, chat‑bots, or knowledge‑base platforms.
- Familiarity with modern cloud platforms (AWS, GCP, Azure) and micro‑services architecture.
- Hands‑on experience with Agile/Lean methodologies and leading distributed teams.
- Advanced degree (MBA, MS in Computer Science, or related field) or equivalent executive education.
Core Skills & Competencies
- Strategic Vision: Ability to see the big picture while executing with meticulous detail.
- Leadership Presence: Inspires confidence, cultivates talent, and drives high‑performance cultures.
- Customer‑Centric Mindset: Empathy for hosts and guests translates into product decisions that reduce friction.
- Data‑Driven Decision‑Making: Proficient in SQL, analytics platforms, and A/B testing frameworks.
- Technical Fluency: Comfort discussing architecture, APIs, and scaling considerations with engineering peers.
- Change Management: Guides teams through transformation, adopting new tools and processes smoothly.
- Collaboration: Works seamlessly with design, engineering, legal, finance, and other stakeholders.
Growth & Development Opportunities
At Airbnb, your career trajectory is only limited by your ambition. As Platform Lead you will:
- Gain visibility with senior leadership and have the opportunity to influence company‑wide strategies.
- Lead high‑impact, cross‑functional initiatives that directly affect millions of users.
- Access world‑class mentorship programs, executive coaching, and leadership development curricula.
- Participate in internal hackathons, innovation labs, and knowledge‑sharing forums.
- Potentially transition into broader product leadership roles, such as Director of Global Support Platforms or VP of Customer Experience.
Compensation, Benefits & Perks
We recognize that top talent deserves a total rewards package that reflects the value they bring. While exact figures are tailored to experience and location, you can expect:
- Competitive base salary benchmarked against industry standards for senior product leaders.
- Annual performance bonus tied to individual and company outcomes.
- Equity participation – a share in Airbnb’s continued growth and success.
- Comprehensive health coverage (medical, dental, vision) for you and eligible dependents.
- Generous paid time off, parental leave, and flexible work schedules.
- Remote‑first work model with a stipend for home‑office setup, coworking space access, and occasional travel for off‑sites or team gatherings.
- Learning & development budget for conferences, certifications, and continuous education.
- Well‑being programs including mindfulness apps, fitness memberships, and mental‑health resources.
- Diversity, Equity & Inclusion initiatives that foster an environment where every employee feels they belong.
Our Culture & Values
Airbnb’s culture is built on the principle of belonging. We strive to create an environment where every employee feels respected, heard, and empowered to bring their whole self to work. Our core values—Champion the Mission, Be a Host, Embrace the Adventure, and Simplify—guide how we collaborate, make decisions, and serve our community. We celebrate differences, encourage curiosity, and believe that diverse perspectives are the engine of innovation.
Remote employees are fully integrated into the fabric of the company. From virtual coffee chats and global town halls to immersive onboarding experiences, we ensure you feel connected, supported, and part of the larger Airbnb family regardless of where you log in.
Commitment to Inclusion & Belonging
We actively seek candidates from all backgrounds, cultures, abilities, and experiences. Our recruitment process is designed to be accessible, and we provide reasonable accommodations for candidates with disabilities. If you need assistance at any stage of the application process, please reach out to [email protected] with your name, the role you’re applying for, and the accommodations you require.
Location & Remote Work Details
This role is US‑Remote Eligible. While the position is primarily remote, occasional attendance at an Airbnb office or off‑site events may be required, coordinated with your manager. You must reside in a U.S. state where Airbnb, Inc. maintains a registered entity. Eligibility lists are regularly updated; your recruiter will confirm the states you can work from.
How to Apply
If you are a forward‑thinking leader who thrives on turning complex support challenges into elegant, self‑service experiences, we invite you to join us on this exciting journey.
Click the link below to submit your application. Let’s build the future of global hospitality together.
We Want to Hear From You!
Ready to shape the digital experience of millions of travelers and hosts worldwide? Submit your application today, and let’s create belonging everywhere—together.
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