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# Platform Manager

- **Company:** Airbnb
- **Location:** Gunnison, CO, United States
- **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 4, 2026
- **Apply:** https://www.themuse.com/jobs/airbnb/staff-platform-manager-gtm-ops-tooling

## 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

Airbnb is seeking a Platform Manager to build and improve the internal tools and workflows that power Airbnb's Supply operations teams. These are the teams that vet, onboard, and support hosts at scale and the systems that support them are fragmented, manual, and difficult to measure. This role owns the tooling and workflow infrastructure that changes that: assessing current state, designing scalable replacements, and driving delivery through to adoption.

You sit at the intersection of operations and technology, translating how work actually gets done into structured, measurable systems. You are as comfortable mapping a broken workflow with an ops team as you are writing a product brief or evaluating a build vs. buy decision.

A typical day:

 * 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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