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# Platform Manager

- **Company:** Airbnb
- **Location:** Shreveport, LA, United States (Remote available)
- **Experience:** Expert
- **Salary:** $200,000.0 - $240,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Software Product Management, Queue Management Systems, Salesforce.Com, SQL Databases, Systems Architecture, Zendesk, Api Management, Airtable
- **Published:** September 2, 2026
- **Apply:** https://www.workingnomads.com/job/go/1830789/

## About the Role

* 10+ 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
 * Experience shipping AI or automation into production operations - including designing human-in-the-loop systems: where automation is appropriate, where human judgment must remain, and how to measure quality in both modes
 * Track record of delivering outcomes through teams outside your reporting line has driven complex, multi-team initiatives across engineering and PMM organizations where success depends on partnership
 * Exceptional business fluency: connects platform decisions to business outcomes, articulates desired results first, and measures success in business KPIs, not features shipped
 * Experience building or owning workforce management or case management tooling: capacity planning, queue management, SLA tracking, or performance measurement
 * Exceptional communication across audiences - from ops agents to back-end engineers to senior leadership

Preferred:

 * Experience with case management or workforce management platforms, Salesforce Service Cloud, Airtable, Zendesk, or similar
 * Familiarity with human-in-the-loop workflow design, identifying when automation is appropriate and when human judgment must remain in the process
 * SQL fluency - uses data to pressure-test requirements, define success metrics, and catch problems before launch
 * Background in scaled operations or internal tools in a marketplace or high-growth environment
 * Track record of shipping tools that demonstrably changed how operations teams work - with metrics to prove it

## Description

* 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
 * 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


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