[Remote] Senior Platform Manager, Community Support Platform, Digital Products

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global company that connects hosts and guests for unique stays and experiences. They are seeking a visionary Platform Manager to lead the strategy for their Community Support platform, focusing on enhancing user experience through AI and improving customer service for millions of users worldwide. Responsibilities • Establish an inspiring vision for user-facing support products that meets the unique needs of guests, hosts, partners, and business users across multiple platforms. • Streamline experiences to build a help system that users rely on to instantly get the answers they need. • Harness AI to incorporate and personalize AI tools, ensuring smooth transitions between AI and human support for complex queries. • Stay ahead of evolving support trends such as conversational search systems and hyper-personalized help journeys. • Measure and improve impact. Lead assessments of product performance using data-driven insights (issue rates, feedback metrics, etc.) while driving continuous enhancements and setting ambitious KPIs. • Develop the platform product roadmap and build consensus on prioritization which drives product execution • Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution. Skills • At least 5 years of experience in product management or equivalent roles involving the creation and development of products at a global scale, preferably building AI/ML-based products • Experience with applying AI technologies to improve the users experience, such as conversational AI platforms and personalized recommendation systems. • Proven history of leading cross-functional teams and successfully managing large-scale digital products or platforms. • Ability to craft and articulate a compelling product vision, supported by a clear narrative and actionable roadmap to achieve results. • Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution. • Demonstrated success in building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs. • Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to achieve business objectives. • Experience building products for customer support is a plus but not required. Benefits • Bonus • Equity • Benefits • Employee Travel Credits Company Overview • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com. Company H1B Sponsorship • Airbnb has a track record of offering H1B sponsorships, with 186 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.