Platform Manager - Routing

The Community You Will Join: At Airbnb, we are driven by a vision to create a world where anyone can belong anywhere. Our Product Managers embrace this culture by imagining the ideal end state for our community—both guests and hosts—and work backward from it. We champion strategies that not only challenge assumptions but also deliver measurable outcomes. You’ll be joining the Intelligent Support Platform team, focused on leveraging technology like automation and machine learning to support the broader community experience. Our team thrives on collaboration, partnering with cross-functional groups to build solutions that scale globally.

The Difference You Will Make: As a Platform Manager for the Routing Platform under Airbnb's Intelligent Support Platform, you will be responsible for shaping and executing an ambitious routing vision. Your work will empower efficient community support and optimize dynamic routing strategies that ensure our guests and hosts receive the help they need. You will collaborate with multiple functional teams across CS, ops, engineering, design, and more, driving solutions that have a tangible impact on the global Airbnb community. Your innovative thinking will enhance Airbnb’s customer service, improving both operational efficiency and agent satisfaction.

A Typical Day:

• Define the vision and strategy for routing capabilities to enhance Airbnb’s customer service platform.

• Partner with cross-functional teams to align on goals and develop the product roadmap.

• Drive product execution and measure success with clear metrics and key results.

• Collaborate with engineering, data science, and analytics teams to ensure decisions are data-driven.

• Engage in vendor management and lead alignment discussions to streamline external partnerships.

• Lead efforts to integrate dynamic routing strategies that accelerate Airbnb's digital experience.

• Influence key stakeholders across the organization to drive product adoption and impact.

Your Expertise:

• 7 years of product management experience or related technical roles in data, engineering, or data science.

• Proven experience building, leading, and working on data platforms and services.

• A data-driven mindset with expertise in launching experiments and using results to drive business decisions.

• Ability to articulate technical concepts clearly to non-technical audiences.

• Outcome-oriented, with a focus on creating actionable paths to achieve desired results.

• Experience working with external partners in product management or technical roles.

• Ability to envision radical solutions and execute on them effectively.

• Familiarity with contact center and routing domains is preferred.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Airbnb,Inc. can employ in  states where we have registered entities. 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  evolving and 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.