Staff Platform Manager - Quality

About the Role and Company

Founded in 2007 in San Francisco, Airbnb has grown into a global community of over 5 million hosts who have welcomed more than 2 billion guest visits worldwide. The company focuses on providing unique stays and experiences that foster authentic connections between guests and communities.

The team supporting this role is responsible for developing and scaling the technological infrastructure behind Airbnb's worldwide support operations. Their mission is to craft tools that empower Community Support Quality Analysts, Team Leads, and Operations Managers to consistently deliver exceptional service to hosts and guests.

Key Responsibilities

• Lead the strategy, planning, and execution of Airbnb's quality tooling platform to enable evaluation and improvement of agent performance at scale.
• Analyze user feedback, product data, and industry trends to advocate for needs across QAs, Team Leads, Agents, and Operations Management.
• Prioritize and balance short- and long-term quality capability development through a thoughtful roadmap, incorporating automated quality evaluation solutions.
• Partner closely with engineering, operations, and cross-functional teams to ensure tooling is effective and user-friendly for Quality teams and operational users.
• Collaborate with AI and machine learning teams, scrutinize model outputs, and resolve discrepancies between models and human judgment to enhance AI-powered tools.
• Define and maintain high product standards, ensuring intuitive, fit-for-purpose tools that meet diverse user needs.
• Shadow end users to identify friction points and collect feedback for continuous improvement.
• Develop success metrics, track performance, and use data-driven insights to validate improvements and inform priorities.
• Manage relationships with external partners to escalate issues and influence product enhancements aligned with operational goals.
• Drive cross-team and leadership alignment on product vision, trade-offs, and execution strategies.

Qualifications and Experience

• At least 9 years of product management experience, preferably with a background in quality, operations, or data-centric tooling.
• Extensive expertise with ML or AI-powered products, including the capacity to independently influence model improvements, evaluate frameworks, and automation quality alongside engineering teams.
• Proven success working across complex, cross-functional organizations with multiple stakeholders and navigating ambiguity.
• Strong analytical skills and a data-driven approach to decision-making and prioritization.
• Excellent communication skills tailored to technical and non-technical audiences.
• Experience making strategic product decisions balancing short-, mid-, and long-term objectives.
• Highly proactive, results-driven, and self-motivated.
• An alignment with Airbnb's mission and values.

Location and Work Arrangement

This role is remote within the United States, requiring residency in a state where Airbnb holds a registered entity with occasional office or offsite attendance as agreed with management.

Compensation and Benefits

Base salary ranges from $200,000 to $240,000 USD annually, complemented by potential bonuses, equity, benefits, and Employee Travel Credits. The company supports diverse applicants and offers accommodations for candidates with disabilities for the recruitment process.

Additional Information

Airbnb is committed to fostering diversity, equity, and inclusion through broad talent sourcing and an inclusive workplace environment. Reasonable accommodations for disabilities during the hiring process are available upon request.