Gestionnaire principal·e des mises en production, plateforme du service à la clientèle

Job Summary

As a Principal Launch Manager, you will play a crucial role in ensuring the success of internal software launches used by support agents worldwide.

Community You Welcome

At Airbnb, our mission is to foster a sense of belonging everywhere in the world. Our Platform Managers embody this mission. They imagine the ideal outcome for our community and work backwards to achieve it. The Community Support (CS) team is a global commercial unit that provides support to millions of travelers and hosts worldwide. We aim to create a technology platform that grows with Airbnb, offering exceptional customer service and improving the efficiency and user experience of support agents. The Platform CS product team plays a critical role in this, leading efforts to create simple solutions where users can resolve their own issues. You will also work closely with a partner team: the Global Operations Planning team of the Community Support. This team is responsible for planning the complete development (A to Z) of Community Support projects at Airbnb. They ensure that projects and initiatives are prioritized according to the global strategy and our commitment to providing an excellent customer experience.

Contribution

In your role as a Principal Launch Manager, you will play a vital role in ensuring the success of internal software launches used by support agents worldwide.

Workday

• Act as the primary liaison between Platform Management, Technical Project Management, Engineering, Testing, and Operations teams. Ensure clear and constant communication on each launch.
• Keep documentation and tracking tools up-to-date so all stakeholders have the right information at the right time.
• Create and implement best practices for software launches.
• Define, track, and analyze key performance indicators to verify that launches are timely and successful according to established criteria.
• Identify problems, risks, and regional differences before launches, then work with teams to analyze, escalate, and resolve them.
• Work independently with stakeholders and leaders to ensure everything is ready for the launch and eliminate obstacles.
• Facilitate go/no-go decision-making processes, defining necessary criteria for approving a launch.
• Collaborate with operations and training teams to ensure agents are well-prepared to use new tools.
• Follow-up after the launch: monitor adoption, identify issues, and conduct retrospectives to improve future launches.

Experience

• More than 7 years of experience in technical program management, project management, launch management, or product operations, with good results.
• Experience managing product launches involving multiple teams, often with visibility at executive levels.
• Excellent oral, written, and presentation skills at all levels of the organization.
• Strong problem-solving and analytical skills.
• Broad understanding of product launch processes and experience working with engineering teams.
• Mastery of virtual collaboration tools and project management tools like Asana, Jira, and Airtable.
• Sense of strategic thinking and organizational skills, with the ability to work with multiple different teams.
• Practical knowledge of the software development lifecycle and experience with Agile methodologies is an asset.
• Responsible and reliable: self-motivated, accountable, and capable of working alone.
• Strategic judgment: ability to interpret organizational objectives and translate them into planning activities.
• Ability to manage multiple priorities simultaneously in a dynamic environment.
• Commitment to continuous improvement.
• Experience collaborating with cross-functional teams.

Location

Due to the nature of this role, the selected candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated, please check with us if the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces where you are eligible to work.

Inclusiveness and Belonging

Airbnb commits to working with the broadest talent pool possible. We believe that diverse ideas foster innovation and engagement, and help attract creative people and develop the best products, services, and solutions. All qualified candidates are encouraged to apply.

We also strive to offer an inclusive hiring and interview process for disabled candidates. If you are a disabled candidate and need reasonable accommodations to submit your application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.

We ask that you only contact us if you are a candidate whose disability prevents you from filling out our online application.

We use automated tools to help our recruitment team efficiently review a large number of applications. Final employment decisions are made by a human being.

This role corresponds to a vacant position within the organization.

How We'll Take Care of You

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 shown below is annualized, 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.

Canada Annual Pay Range: $128,000—$160,000 CAD

Offices: Canada, United States