Senior Manager, Platform Management – Community Experience

Airbnb

Mentor and guide a team of CS Experience Managers and Platform Managers at Airbnb. Drive strategy and execution to improve the support experience for users.

Posted 4/30/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $232,000 - $282,000 per yearWebsite

About the role

Key responsibilities & impact

Provide leadership and coaching to a team of CS Experience Managers and Platform Managers.
Drive strategy and execution by collaborating with senior leadership to align team initiatives with broader CS strategy.
Ensure team focuses on high-impact projects that drive improvements in support experiences.
Work closely with Product, Operations, Policy, and Analytics teams to influence key business decisions and ensure effective execution.
Oversee a portfolio of programs and technologies, provide decision-making support to the team, and remove blockers.
Encourage the team to explore new approaches and tools that can enhance the support experience and ways of working.
Regularly report to senior leadership on progress and outcomes of key initiatives using data to illustrate impact.

Requirements

What you’ll need

Minimum of 15 years of progressive experience in customer support, management consulting, business operations or program management roles, with experience managing teams.
BA/BS degree required; MBA or relevant Master's degree is preferred.
Experience in managing and mentoring high-performing teams, with a focus on driving individual development and collective success.
Extensive experience managing large-scale, cross-functional programs and initiatives.
Skilled in overseeing multiple projects simultaneously, ensuring alignment with broader organizational objectives.
Experience solving complex problems with innovative technology solutions to improve customer experience and drive business results.
Deep understanding of CS operations and experience in improving customer experience through innovative support design and execution.
Strong ability to leverage data and analytics to drive insights, measure performance, and inform strategic decision-making.
Exceptional communication skills to present ideas, strategies, and outcomes to executive leadership and cross-functional partners.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementcustomer supportdata analyticsproject managementproblem solvingstrategic decision-makingcross-functional collaborationsupport designexecution managementteam management

Soft Skills

leadershipcoachingcommunicationmentoringcollaborationstrategic thinkinginnovationinfluencingreportingorganizational alignment

Certifications

BA/BS degreeMBAMaster's degree