Staff Platform Manager - GTM & Ops Tooling

Airbnb is seeking a Platform Manager to build and improve the internal tools and workflows that power its Supply operations teams, which vet, onboard, and support hosts at scale. The role owns the tooling and workflow infrastructure, assessing current state, designing scalable replacements, and driving delivery through adoption.

• Define the multi-year strategy for Airbnb's ops platform, including an opinionated proposal for operational support in 12+ months as AI takes on more execution, and maintain a prioritized roadmap.
• Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Engineering, and Operations.
• Design AI-forward operational processes and determine the necessity of human-in-the-loop across workflows.
• Own case management and workforce management tooling, including capacity planning, workload distribution, performance measurement, and forecasting for a workforce where AI agents and humans share the queue.
• Write product briefs, prototype, iterate with engineering, and own outcomes through launch and adoption.
• Navigate and align PMM and engineering teams, negotiating sequencing and resolving conflicting constraints.

• 10+ years in product management, platform management, or operations technology, with 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 system architecture, pressure-tests engineering designs, understands data models and API contracts.
• Experience redesigning operational processes in a high-volume service organization, replacing fragmented manual work with structured, measurable, scalable systems.
• Experience shipping AI or automation into production operations, including designing human-in-the-loop systems.
• Track record of delivering outcomes through teams outside your reporting line.
• Exceptional business fluency, connecting platform decisions to business outcomes and measuring success in business KPIs.
• Experience building or owning workforce management or case management tooling.
• 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.
• SQL fluency.
• 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.

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a state where Airbnb, Inc. has a registered entity; excluded states apply.

Pay Range: $200,000—$240,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.