Platform Lead - Digital Products, Community Support

The Community You Will Join:

The Airbnb Community Support (CS) team is a global business unit that provides support to our Community of millions of guests and hosts who take trips and join experiences around the world every year.  Within CS, the Platform and Experience team is responsible for the product and technology that enables an intelligent, scalable and exceptional service experience. 

We are looking for a Digital Products Lead, who will lead a team of product managers to build and deliver on our vision of 10-star service to our guests and hosts through AI-powered self-serve experiences. You will work closely with our partners across product marketing, engineering, operations, analytics and other cross-functional partners to drive progress.

The Difference You Will Make:

Are you ready to shape the future of how Airbnb supports and delights millions of guests and hosts worldwide? As our Platform Lead for Digital Products, you’ll have a pivotal opportunity to leverage emerging technologies—such as AI, behavioral analytics, and predictive modeling—to directly shape and transform Airbnb’s 10-star community support experience at a global scale. You’ll define and deliver extensible platform capabilities that enable seamless, proactive, and personalized service, setting new industry standards and driving real impact.

A Typical Day:

• Define and execute the vision for Airbnb’s self-serve path to help millions of guests and hosts on a daily basis - delivering robust, extensible systems that enable rapid innovation, scale globally, and empower them to get help and self-solve across the multi-sided community that is Airbnb.
• Envision, build, and scale agentic AI capabilities and platforms to reduce friction for our guests and hosts, and deliver seamless, personalized support at scale.
• Define, shape, and deliver proactive support capabilities, meeting the customer where they are, and drive customer delight at scale.
• Manage and develop a high-performing, globally distributed team of platform managers—cultivating a culture of innovation, inclusion, and growth.
• Guide key product initiatives from concept to launch, ensuring seamless integration across the support journey and measurable benefits for both users and the business.
• Forge strong partnerships with engineering, design, data science, product marketing, and operations to align vision, drive priorities, and ensure superior user experiences.

Your Expertise:

• 10+ years of platform or product leadership in technology-driven environments, including 5+ years managing teams.
• Deep experience developing and launching extensible platform capabilities at scale.
• Expertise in building delightful consumer experiences used by millions of customers globally. 
• Demonstrated success in building AI/ML-led consumer products in complex, global operations.
• Inspirational people leader, passionate about developing talent and fostering inclusive, high-performance teams.
• Proven ability to translate business needs into innovative, user-centric technology solutions.
• Exceptional communicator and influencer, skilled at working across functions and with executive stakeholders.
• Analytical, data-driven problem solver who thrives in fast-paced, matrixed organizations.
• Community-first, user-centric mindset with a relentless drive for excellence.
• Experience in multi-sided marketplaces is a strong plus.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is 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 also 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 ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.