Staff Platform Manager - GTM & Ops Tooling

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

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

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: reasonableaccommodations@airbnb.com . 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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.