Platform Lead, Airbnb
Global Digital Experience Platform, Community Support
$224-281.5k
More information about location
Community marketplace for holiday accomodation
Open for applications
Community marketplace for holiday accomodation
1001+ employees
Open for applications
$224-281.5k
More information about location
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- 12+ years of product management experience, with 5+ years in a management role
- Compassionate leader who inspires and brings out the best in their team
- Proven ability to translate customer needs into innovative product solutions that deliver results
- Strong understanding of customer service workflows, data, AI technologies, and global operations
- Experience with personalization, prediction, and online help experiences
- Exceptional communicator, comfortable presenting at all levels including C-suite
- Ability to manage complex business plans in a cross-functional and matrixed organization
- Experience working in global, multi-cultural environments across different time zones
What the job involves
- As the Platform Lead for the Global Digital Experience Platform, you will shape the future of how Airbnb's community receives support. You will lead a team of global product managers in developing intuitive self-solve experiences that address the root causes of support needs
- Your work will enable guests and hosts to resolve their issues quickly and effortlessly, allowing them to focus on enjoying their Airbnb experiences. You will help scale Community Support operations while integrating cutting-edge technology to enhance the user journey. Your impact will be felt not only by our users but across the organization as you drive innovative, intelligent solutions that empower our global support systems
- Develop and refine the experience platform strategy aligned with Airbnb's Community Support vision
- Lead a global team of platform managers, ensuring the successful execution of product roadmaps
- Stay updated on AI and self-service technologies to enhance Airbnb's self-solve capabilities
- Collaborate with cross-functional teams including design, engineering, and operations to deliver seamless user experiences
- Set measurable objectives and key results for the team, ensuring consistent delivery and impact
- Influence and align stakeholders, from business and platform teams to executive leadership
- Evaluate new product opportunities, guiding decisions on buy vs. build solutions for enhancing business capabilities
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company values
- Champion the Mission: We’re united with our community to create a world where anyone can belong anywhere
- Be a Host: We're caring, open, and encouraging to everyone we work with
- Embrace the Adventure: We’re driven by curiosity, optimism, and the belief that every person can grow
- Be a Cereal Entrepreneur: We’re determined and creative in transforming our bold ambitions into reality
Company HQ
Showplace Square, San Francisco, CA
Articles
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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