Staff Platform Manager, Quality

The Community You Will Join

Our team is responsible for building and scaling the technology that supports Airbnb's global support operations. We are passionate about creating tools that enable our Community Support Quality Analysts, Team Leads, and Operations Managers to ensure the delivery of exceptional, consistent service to our community of hosts and guests.

Platform Manager

We are seeking a highly motivated and experienced Platform Manager to lead the strategy, roadmap, and execution of our quality tooling. In this role, you will own how we build products to enable evaluating and improving agent performance at scale. This includes the strategy for how and when we build and acquire quality capabilities, and the end-to-end execution of automated quality evaluation. You will ensure that our tooling is high-quality and fit-for-purpose for the Quality teams and other operational users who rely on them every day. You will partner closely with engineering, operations, and other cross-functional teams to define and deliver a quality platform that raises the bar for agent performance across Airbnb's global support organization.

Champion the Mission

You will champion the mission by deeply understanding, synthesizing insights, and advocating for the needs of QAs, Team Leads, Agents, and other Operations Management. You will leverage data from users, product data, and business/industry trends to identify opportunities.

Own Quality Tooling Strategy

You will own the strategy and execution for Airbnb's quality tooling platform. Ensure QAs, Team Leads, and other users have a high-quality, intuitive experience across every feature we ship.

Define and Execute the Quality Roadmap

You will develop the prioritization framework for our quality capabilities. Drive complex, strategic quality capability decisions, balancing speed-to-value against the best long-term solutions. You will deliver scale through technology by owning end-to-end automation solutions that drive better quality service at scale.

Partner Management

You will partner with Coaching and Supervisor Tooling teams to ensure quality data is a connected, high-signal input across the agent performance ecosystem. You will collaborate with a diverse group of people, tackle complex challenges, and make a real difference in the lives of our global community.

Your Expertise

• 9+ years of product management experience
• Past experience with quality, operations, or data-driven tooling is a plus
• Deep expertise working with ML or AI-powered products
• Proven ability to independently drive model improvements, performance trade-offs, evaluation frameworks, and automation quality in close partnership with engineering
• Proven ability to deliver in cross-functional organizations with multiple stakeholders and interdependencies, in ambiguous and complex situations
• Strong analytical and problem-solving skills; data-driven approach to prioritization and decision-making
• Uses data to measure and continually improve their product and drive business outcomes
• Ability to adapt communication style depending on audience
• Quickly absorbs technical concepts and communicates them to a non-technical audience
• Experience making strategic capability decisions in a fast-moving product environment, including driving alignment on tradeoffs in the short, mid, and long-term
• Proactive, self-motivated, and results-oriented
• Passion for Airbnb's mission and values

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. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so 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.