Product Manager, Support Products

About Airbnb

Airbnb is redefining the world's approach to accommodation and travel. We are creating highly local, personal and meaningful experiences for our host and guest community around the world. We develop products that connect millions of travelers with local hosts around the world to provide an authentic travel experience.

About Community Support

Success is about delivering great customer service for our guests and hosts - both self help and human support - throughout their Airbnb journey. 

We believe service is a major differentiator that drives Airbnb’s global success and growth. We are building a technology platform that supports Airbnb as it scales, delivering an exceptional level of customer service while also improving efficiency and the customer service agent experience.

About Support Products 

The Support Products team is the product and technology group within the Airbnb’s Global Community Support organization, designed to create world-class product experiences that redefine exceptional service across the end-to-end trip. Our approach of ensuring the product solutions we create seamlessly integrate with operational processes, agent teams, and Airbnb’s technology ecosystem, helps to ensure the customer service experience is both exceptional and scalable. 

About the PM, Self-Solve role 

As the PM of Self-Solve, you will be responsible for helping to scale our Community Support operations team by giving our guest and host community what they want - integrated solutions that attract and empower them to easily self-solve their issue. You will understand motivations and root causes for why guests and hosts need support, and embrace the opportunity to both reactively and proactively identify and resolve issues so that they can return to enjoying their Airbnb trip as fast as possible. This is a highly cross functional role, and you will act as a close partner to design, engineering, data science, research, content strategy, and operations. 

Responsibilities

• Establish vision for a product team. Challenge the status quo and inspire people toward a unified outcome. 
• Create clear goals for the team. Efficiently execute to ship product and deliver impact for our business and users.
• Lead large, cross-functional groups of people to deliver on the team’s mission. Communicate concisely and influence outcomes.
• Lead the ideation, research, design, development and launch of user-centric products

• Understand user needs; identifies and defines product requirements
• Develop the product roadmap and build consensus on prioritization which drives product execution 

Qualifications

• Demonstrated track record of product leadership. Ability to lead and influence teams
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience
• Experience with building B2C products or platforms is a plus
• Experience working with a customer service team and/or operations team is a plus