The opportunity
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…
What you'll do
Define the multi-year strategy for Airbnb's ops platform: bring a specific, opinionated proposal for what operational support looks like in 12+ months as AI takes on more of the execution, and maintain a prioritized roadmap balancing quick wins against foundational investments
Align vision, OKRs, strategy, and roadmap with senior leaders across Supply,: Engineering, and Operations; present progress to leadership on an ongoing basis
Design AI-forward operational processes and determine necessity of: human-in-the-loop across or within workflows including augmented decision making judgement
Decompose multidimensional product-to-ops problems define the operational: requirements, and drive a coherent solution across many owning teams
Own case management and workforce management tooling: capacity planning, workload distribution, performance measurement, and forecasting that give operations leadership visibility and control — including forecasting for a workforce where AI agents and humans share the queue
Write exceptional product briefs that are specific, opinionated, and grounded: in operational reality, then prototype, iterate with engineering, and own the outcome through launch and adoption
What they're looking for
- Navigate and align many PMM and engineering teams whose roadmaps this work: depends on and negotiate sequencing, resolve conflicting constraints, and hold a clear point of view on tradeoffs
- + years in product management, platform management, or operations technology: at least 5 in a technical product management role with direct delivery accountability for systems built with back-end engineering teams
- Deep technical fluency: reads a system architecture, pressure-tests an engineering design, understands data models and API contracts well enough to catch where a proposed solution breaks
- Demonstrated experience redesigning operational processes in a high-volume: service organization , taking fragmented, manual work and replacing it with structured, measurable, scalable systems at times replacing humans in the loop