Engineering Manager, Community Support Platform - AI-Driven Customer Service Innovation

Join the Airbnb Team as an Engineering Manager, Community Support Platform

Be part of a dynamic team at Airbnb, driving innovation in customer service with cutting-edge technology! We're seeking an exceptional Engineering Manager to lead our Community Support Platform (CSP) team, focusing on AI-driven customer service products. As a remote eligible role, you'll have the flexibility to work from anywhere while being part of a global team that's revolutionizing the way we approach customer support.

The Community You Will Join

Airbnb has grown from a small startup in 2007 to a global platform with over 4 million Hosts and 1 billion guest arrivals. Our Community Support Platform (CSP) is a critical system that empowers our global network of Community Support ambassadors to deliver exceptional customer service efficiently. We're now harnessing AI to transform Airbnb's approach to customer service, and we need a talented Engineering Manager to lead this effort.

The Difference You Will Make

As an Engineering Manager, Community Support Platform, you'll lead a team of talented software engineers to create innovative user experiences for AI-driven customer service products. Your responsibilities will include:

• Leading a full-stack team of web, mobile, and backend engineers to develop and implement AI-driven customer service products
• Shaping the technical/product vision and building a strong engineering team to drive success
• Working cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy
• Leading the vision, technical direction, and execution of E2E Chatbot related products
• Building a robust team by attracting top talent, mentoring individuals, and managing conflict
• Nurturing a culture of engineering excellence

A Typical Day

As an Engineering Manager, Community Support Platform, your day will be filled with a mix of technical leadership, team management, and collaboration with cross-functional stakeholders. Some of your key activities will include:

• Working with product managers to define product requirements and technical specifications
• Leading design and implementation discussions with your engineering team
• Collaborating with other engineering teams to ensure alignment and integration
• Managing and mentoring engineers to help them grow in their careers
• Communicating technical plans and progress to stakeholders

Your Expertise

We're looking for an exceptional Engineering Manager with:

• 5+ years of hands-on experience managing an engineering team and 10+ years of relevant software development industry experience in a fast-paced tech environment
• Strong expertise in user-facing product development, ideally in CS/AI products
• Excellent communication skills and the ability to work with various cross-functional stakeholders
• Experience hiring, retaining, and growing senior engineers and leaders with a track record of building productive, world-class engineering teams
• Passion for technical quality, efficiency, and operational excellence
• Bachelor's and/or Master's/PhD degree, preferably in CS, or equivalent experience

Skills and Competencies Required for Success

To succeed in this role, you'll need:

• Strong technical leadership and management skills
• Excellent communication and collaboration skills
• Ability to work in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Experience with AI-driven products and customer service platforms
• Ability to build and manage high-performing teams

Career Growth Opportunities and Learning Benefits

At Airbnb, we're committed to helping our employees grow and develop in their careers. As an Engineering Manager, Community Support Platform, you'll have access to:

• Professional development opportunities, including training and mentorship programs
• Career growth opportunities, including promotions and new challenges
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture Highlights

At Airbnb, we're proud of our company culture and work environment. Some highlights include:

• Remote eligible role with flexible work arrangements
• Collaborative and dynamic work environment
• Diverse and inclusive workplace
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Base salary: $204,000 - $259,000 USD
• Bonus and equity opportunities
• Comprehensive benefits package
• Employee Travel Credits

Our Commitment to Inclusion & Belonging

At Airbnb, we're committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you're applying for, and the accommodation necessary to assist you with the recruiting process.

We Encourage You to Apply!

Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team. If you're passionate about AI-driven customer service innovation and have the skills and experience we're looking for, we encourage you to apply.

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