About Airbnb

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodation around the world — online or from a mobile phone or tablet. Whether a flat for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 65,000 cities and 191 countries.

About Community Support

Success for our team is about delivering great customer experiences and exceptional service for our guests and hosts - both through 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 scaling efficiency and improving the customer service agent experience in how they solve the community’s issues.

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 for the entire Airbnb Community globally. 

About the Product Manager, Data and Machine Learning Products role 

As the Product Manager for the Data and Machine Learning Products team, you will be responsible for helping to scale our Community Support operations team by creating and developing products that drive significant impact to the business. You will lead the development of a vision and roadmap that leverages our rich data and the latest technology advancements to drive operational efficiency at scale across the full life cycle of guest and host interactions with Airbnb’s Community Support teams. You will understand motivations and root causes for why guests and hosts need support, and embrace the opportunity to proactively identify and resolve issues, leveraging data and automation to accelerate resolution, so that the guests and hosts can return to enjoying their Airbnb trip as fast as possible. This is a highly cross functional and key leadership role as you will act as a close partner with other Product teams across Support Products including engineering, data science, research, content strategy, and operations, while also leading and influencing other product managers solving user issues in different ways. 

Core Responsibilities

• Establish the vision, mission and value proposition for a high impact group of product teams that have a significant opportunity of providing operation and business leverage over the next several years.
• Challenge the status quo and inspire people toward a unified outcome that uses technology and data to accelerate and improve our Community’s overall experience. 
• Create clear measurable goals for the team. Efficiently execute to ship product and deliver impact for our business and users while driving business impact through significant leverage.
• Lead large, cross-functional groups of people to deliver on the team’s mission. Communicate concisely and influence outcomes in a data-driven and objective way.
• Lead the ideation, research, design, development and launch of user-centric automated community facing products that leverage our rich data and create intelligent automation at scale.
• Understand end user needs across the Community-facing and Agent-facing product life cycle and journey; identify and define product requirements and corresponding product specifications supporting the requirements
• Develop a robust product roadmap and build consensus on prioritization which drives product execution and delivery across teams.
• Drive data platform product roadmaps in close collaboration with data engineering, data science, and partner teams across Airbnb
• Evangelize and drive usage of machine learning to build intelligent platform-grade solutions across Community Support. 
• Be a key part of the Community Support Products leadership team

Key Qualifications

• Demonstrated track record of product and data focused leadership. Ability to lead and influence highly impactful teams with the use of data to drive impact and show measurable results on an ongoing basis.
• Ability to quickly absorb deeply technical concepts and communicate them to a non-technical audience at all levels of the organization.
• Minimum 4 years of experience working on an infrastructure/platform team, building data pipelines and data warehouses 
• Minimum 4 years of experience working with large-scale, real-time, machine-learning systems in a production environment
• Experience building B2C products, and working with and scaling global customer service and/or operations teams is a plus
• Excellent interpersonal and communication skills with demonstrated ability to work effectively in a global, multi-functional organization and to coach others.
• Track record of delivering results, as well as supportive, considerate, responsible, and inclusive leadership to an organization.
• Strategic thinking and analytical skills - Proven ability to look at each problem or data set from different angles to find innovative and/or simple solutions that can be productionalized through product solutions.

Benefits: 

• Company Stock
• Competitive salaries
• Quarterly employee travel coupon
• Paid time off
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• Fitness Discounts
• 401K
• Flexible Spending Accounts
• Apple equipment
• Commuter Subsidies
• Community Involvement (4 hours per month to give back to the community)
• Company sponsored tech talks and team building events