Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
Airbnb is a vision and mission driven company. Our Platform Managers embody this culture and mindset. Platform Managers here imagine the ideal end state for our community (Guests and Hosts) first and work backwards from it, challenging all current assumptions. They champion a winning strategy and leverage actionable metrics to ensure we are making progress against it. They partner with talented cross-functional team members (across engineering, design, data science, etc.) and lead teams to execute upon a shared vision. They are incredibly hands on and are not afraid to roll up their sleeves to get the right outcome for our community. We are looking for leaders who want to join us in this journey to accomplish our mission of creating belonging everywhere.
The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of guests and hosts who take trips and join experiences around the world every year. Within CS, the Support Platform team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience.
As the Platform Lead for Global Channels & Routing, you will be directly responsible for helping scale our Community Support operations team by giving our Guest and Host communities what they want - integrated and seamless solutions that empower them to easily get service through the best channel or to route them to the best person for support. You will lead a world class team of global Platform Managers to drive an understanding of motivations and root causes for why Guests and Hosts need support and the channels that they use. This is a highly cross functional senior people management platform-product leadership role, and you will act as a close partner and leader to design, engineering, data science, user research, content and support writing, and operations.
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.
How We'll Take Care of You:
Our job titles may span more than one career level. 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 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.
