Staff Platform Manager

Who you are

• 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
• 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

What the job involves

• 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
• 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

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit