Airbnb is hiring a Platform Product Manager, Community Support to lead the strategy and evolution of our global Help Center. You will be responsible for creating a scalable, inclusive, and adaptable help solution for all users worldwide, driving innovation at the intersection of technology, user experience, and knowledge management.
What You'll Do
- Establish an inspiring vision for the Help Center that meets the unique needs of guests, hosts, partners, and business users across multiple platforms.
- Streamline experiences to build a help system that users rely on to instantly get the answers they need.
- Harness AI to incorporate and personalize AI tools like conversational UIs and personalized search functionalities, ensuring smooth transitions between AI and human support for complex queries.
- Stay ahead of evolving support trends such as conversational search systems, AI-assisted translations, and hyper-personalized help journeys.
- Measure and improve impact. Lead ongoing assessments of Help Center performance using data-driven insights (issue rates, feedback metrics, etc.) while driving continuous enhancements and setting ambitious KPIs.
- Develop the platform product roadmap and build consensus on prioritization which drives product execution.
- Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution.
What We're Looking For
- At least 5 years of experience in product management or equivalent roles involving the creation and development of products at a global scale.
- Proven history of leading cross-functional teams and successfully managing large-scale digital platforms.
- Ability to craft and articulate a compelling product vision, supported by a clear narrative and actionable roadmap to achieve results.
- Experience with applying AI technologies to improve the user experience, such as conversational AI platforms and personalized recommendation systems.
- Demonstrated success in building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs.
- Exceptional collaboration, partnership, and influencing abilities, driving consensus effectively across diverse teams.
- Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to achieve business objectives.
- Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution.
Nice to Have
- Experience building products for customer support is a plus but not required.
Team & Environment
This role is part of the Community Support (CS) Platform Product team, a global business unit.
Benefits & Compensation
- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Compensation: $177,000—$208,000 USD
Work Mode
This is a hybrid role with locations in the United States.
Airbnb is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Airbnb are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
