Description
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.
The Community You Will Join: Our team is responsible for building and scaling the technology that supports Airbnb's global support operations. We create tools that enable our Community Support Quality Analysts, Team Leads, and Operations Managers to ensure exceptional service delivery to our community of hosts and guests.
The Difference You Will Make:
- Champion the Mission: Understand, synthesize insights, and advocate for the needs of QAs, Team Leads, Agents, and Operations Management.
- Own Quality Tooling Strategy: Lead the strategy and execution for Airbnb's quality tooling platform.
- Define and Execute the Quality Roadmap: Develop the prioritization framework for our quality capabilities.
- Deliver Scale Through Technology: Own end-to-end automation solutions that drive better quality service at scale.
- Connect Quality to the Broader Agent Lifecycle: Partner with Coaching and Supervisor Tooling teams to ensure quality data is a connected input across the agent performance ecosystem.
A Typical Day: You'll collaborate with diverse groups, tackle complex challenges, and make a real difference in the lives of our global community. Activities include:
- Building in partnership with engineering
- Setting and upholding the product bar
- Shadowing users
- Measuring what matters
- Partner management
- Cross-functional alignment
- Developing and owning the quality tooling roadmap
Your Expertise:
- 9+ years of product management experience
- Deep expertise working with ML or AI-powered products
- Proven ability to deliver in cross-functional organizations
- Strong analytical and problem-solving skills
- Ability to adapt communication style depending on audience
- Experience making strategic capability decisions in a fast-moving product environment
- Proactive, self-motivated, and results-oriented
- Passion for Airbnb's mission and values