Platform Lead - Digital Products, Community Support

About the position Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of guests and hosts who take trips and join experiences around the world every year. Within CS, the Platform and Experience team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience. We are looking for a Digital Products Lead, who will lead a team of product managers to build and deliver on our vision of 10-star service to our guests and hosts through AI-powered self-serve experiences. You will work closely with our partners across product marketing, engineering, operations, analytics and other cross-functional partners to drive progress. The Difference You Will Make: Are you ready to shape the future of how Airbnb supports and delights millions of guests and hosts worldwide? As our Platform Lead for Digital Products, you’ll have a pivotal opportunity to leverage emerging technologies—such as AI, behavioral analytics, and predictive modeling—to directly shape and transform Airbnb’s 10-star community support experience at a global scale. You’ll define and deliver extensible platform capabilities that enable seamless, proactive, and personalized service, setting new industry standards and driving real impact.

Responsibilities

• Define and execute the vision for Airbnb’s self-serve path to help millions of guests and hosts on a daily basis - delivering robust, extensible systems that enable rapid innovation, scale globally, and empower them to get help and self-solve across the multi-sided community that is Airbnb.
• Envision, build, and scale agentic AI capabilities and platforms to reduce friction for our guests and hosts, and deliver seamless, personalized support at scale.
• Define, shape, and deliver proactive support capabilities, meeting the customer where they are, and drive customer delight at scale.
• Manage and develop a high-performing, globally distributed team of platform managers—cultivating a culture of innovation, inclusion, and growth.
• Guide key product initiatives from concept to launch, ensuring seamless integration across the support journey and measurable benefits for both users and the business.
• Forge strong partnerships with engineering, design, data science, product marketing, and operations to align vision, drive priorities, and ensure superior user experiences.

Requirements

• 10+ years of platform or product leadership in technology-driven environments, including 5+ years managing teams.
• Deep experience developing and launching extensible platform capabilities at scale.
• Expertise in building delightful consumer experiences used by millions of customers globally.
• Demonstrated success in building AI/ML-led consumer products in complex, global operations.
• Inspirational people leader, passionate about developing talent and fostering inclusive, high-performance teams.
• Proven ability to translate business needs into innovative, user-centric technology solutions.
• Exceptional communicator and influencer, skilled at working across functions and with executive stakeholders.
• Analytical, data-driven problem solver who thrives in fast-paced, matrixed organizations.
• Community-first, user-centric mindset with a relentless drive for excellence.

Nice-to-haves

• Experience in multi-sided marketplaces is a strong plus.

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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