[Remote] Senior Platform Manager, Agent Tools

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform that connects hosts and guests for unique stays and experiences. As a Platform Manager for Agent Tools, you will shape and build Airbnb’s customer service CRM capabilities while collaborating with cross-functional teams to drive product execution and enhance customer service efficiency. Responsibilities • Define the vision and strategy for agent tools capabilities to enhance Airbnb’s customer service platform. • Partner with cross-functional teams to align on goals and develop the product roadmap. • Drive product execution and measure success with clear metrics and key results. • Collaborate with engineering, data science, and analytics teams to ensure decisions are data-driven. • Lead efforts to integrate GenAI strategies that accelerate Airbnb's customer service experience. • Influence key stakeholders across the organization to drive product adoption and impact. Skills • 7 years of product management experience or related technical roles in data, engineering, or data science. • Proven experience building, leading, and working on data platforms and services. • A data-driven mindset with expertise in launching experiments and using results to drive business decisions. • Outcome-oriented, with a focus on creating actionable paths to achieve desired results. • Experience working with external partners in product management or technical roles. • Ability to envision radical solutions and execute on them effectively. • Familiarity with contact center and routing domains. 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.