Product Manager, Safety Support Products

Airbnb is a vision and mission driven company. Our Product Managers embody this culture and mindset. Product Managers here imagine the ideal end state for our community (guests and hosts) first and work backwards from it, challenging all current assumptions. They champion a winning strategy and leverage metrics to ensure we are making progress against it. They partner with talented cross-functional team members (across engineering, design, data science, etc.) and lead teams to execute upon a shared vision. They are incredibly hands on and are not afraid to roll up their sleeves to get the right outcome for our community. We are looking for leaders who want to join us in this journey to accomplish our mission of creating belonging everywhere.

About Support Products

Customer Vision: Success is about delivering great customer service for our users - both self help and human support - throughout their Airbnb journey. 

Business Vision: We believe that service will be a major differentiator and driver of Airbnb’s global success and growth. We’re building a technology platform that supports Airbnb as it scales, delivers an exceptional level of customer service and improves efficiency and the customer service agent experience.

About Safety Support Products

Airbnb is founded on trust, and for us to succeed in our vision of helping anyone belong anywhere, we must continue to build trust both among our own host-and-guest community and across the communities in which we operate. Trust and safety are our highest priorities and we continue to develop Airbnb with safety and security as key innovation areas in our product roadmap. 

The Safety Support Products team is tasked with development and implementation of safety directives to help protect our community. This team is responsible for driving programs that develop technological and human interventions to prevent and respond rapidly and reliably to safety issues that undermine trust within our community. While these events are rare, we must continue to seek new ways to prevent future occurrences and help our community when an issue occurs.

About the Role

As the Product Manager (PM) for Safety Support Products, you will be responsible for defining and implementing a world-class product experience to ensure our community of travelers feel safe. You will be responsible for defining and delivering the customer and agent experience for Safety support. Projects will range from developing user experiences such as the 24/7 Hotline for intake, defining and enacting workflows for handling issues, and developing strategies to identify and prevent safety related incidents. You will partner closely with Engineering, Design, Data Science, Trust, Business Units, and Operations to build and implement a seamless and integrated customer experience to ensure Airbnb handles safety incidents reliably.

Responsibilities

• Establish the vision for a product or a group of products based on the value we can provide
• Challenge the status quo and inspire people toward a unified outcome
• Define goals and success with clearly measurable objectives and key results
• Efficiently execute to ship product and deliver impact for our business and users
• Lead cross-functional groups to deliver on the team’s mission
• Communicate concisely and influence outcomes
• Lead the ideation, research, design, development and launch of user-centric products
• Build alignment across product teams, cross-functional partners (Business Units, Trust, Legal, Operations, Customer Support, etc) and Leadership/Executive team
• Develop the product roadmap and build consensus on prioritization which drives product execution

Qualifications

• 7+ years of product management experience
• Experience building/leading/developing/working on Safety related products or within Trust/Compliance teams
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience
• Radical thinking paired with strong execution. Can envision a world different than the status quo with the ability to articulate a clear path to get there.
• Strong organizational, analytical & problem-solving skills
• Exceptional written and oral communication skills