Staff Platform Manager - GTM & Ops Tooling

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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: Every day, Airbnb hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Since our founding, more than 5 million hosts have welcomed over 1.5 billion guest arrivals in almost every country across the globe. The Supply organization plays a pivotal role in driving the company’s growth and expansion efforts worldwide. This team recruits and develops Airbnb’s global supply of high-quality Homes, Hotels, Services and Experiences. With this focus on quality supply and international expansion, the team is leading the way for Airbnb’s continued growth and facilitation of millions more host and guest connections. The difference you will make: Airbnb is seeking a Platform Manager to build and improve the internal tools and workflows that power Airbnb's Supply operations teams. These are the teams that vet, onboard, and support hosts at scale and the systems that support them are fragmented, manual, and difficult to measure. This role owns the tooling and workflow infrastructure that changes that: assessing current state, designing scalable replacements, and driving delivery through to adoption. You sit at the intersection of operations and technology, translating how work actually gets done into structured, measurable systems. You are as comfortable mapping a broken workflow with an ops team as you are writing a product brief or evaluating a build vs. buy decision. A typical day: • Define the multi-year strategy for Airbnb's ops platform - bring a specific, opinionated proposal for what operational support looks like in 12+ months as AI takes on more of the execution, and maintain a prioritized roadmap balancing quick wins against foundational investments • Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Engineering, and Operations; present progress to leadership on an ongoing basis • Design AI-forward operational processes and determine necessity of human-in-the-loop across or within workflows including augmented decision making judgement • Decompose multidimensional product-to-ops problems define the operational requirements, and drive a coherent solution across many owning teams • Own case management and workforce management tooling: capacity planning, workload distribution, performance measurement, and forecasting that give operations leadership visibility and control — including forecasting for a workforce where AI agents and humans share the queue • Write exceptional product briefs that are specific, opinionated, and grounded in operational reality, then prototype, iterate with engineering, and own the outcome through launch and adoption • Navigate and align many PMM and engineering teams whose roadmaps this work depends on and negotiate sequencing, resolve conflicting constraints, and hold a clear point of view on tradeoffs Your expertise: • 10+ years in product management, platform management, or operations technology at least 5 in a technical product management role with direct delivery accountability for systems built with back-end engineering teams • Deep technical fluency: reads a system architecture, pressure-tests an engineering design, understands data models and API contracts well enough to catch where a proposed solution breaks • Demonstrated experience redesigning operational processes in a high-volume service organization , taking fragmented, manual work and replacing it with structured, measurable, scalable systems at times replacing humans in the loop • Experience shipping AI or automation into production operations — including designing human-in-the-loop systems: where automation is appropriate, where human judgment must remain, and how to measure quality in both modes • Track record of delivering outcomes through teams outside your reporting line has driven complex, multi-team initiatives across engineering and PMM organizations where success depends on partnership • Exceptional business fluency: connects platform decisions to business outcomes, articulates desired results first, and measures success in business KPIs, not features shipped • Experience building or owning workforce management or case management tooling: capacity planning, queue management, SLA tracking, or performance measurement • Exceptional communication across audiences — from ops agents to back-end engineers to senior leadership Preferred: • Experience with case management or workforce management platforms, Salesforce Service Cloud, Airtable, Zendesk, or similar • Familiarity with human-in-the-loop workflow design, identifying when automation is appropriate and when human judgment must remain in the process • SQL fluency — uses data to pressure-test requirements, define success metrics, and catch problems before launch • Background in scaled operations or internal tools in a marketplace or high-growth environment • Track record of shipping tools that demonstrably changed how operations teams work — with metrics to prove it 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.