[Remote] Platform Manager, AI Case Context, Community Support

Note: The job is a remote job and is open to candidates in USA. Airbnb is a mission-driven company that connects hosts and guests through unique stays and experiences. They are seeking an AI Case Context Platform Manager to build AI capabilities that enhance the customer support experience by enabling agents to quickly understand case contexts. This role involves managing product development, collaborating with cross-functional teams, and ensuring continuous improvement of the platforms and tools. Responsibilities • Manage and spearhead the development of case context platforms and products within the CS Platform and Experience team. • Collaborate with cross-functional teams to understand user needs, align on objectives, and drive the successful delivery of data-driven solutions. • Define and maintain comprehensive product roadmaps that align with the organizational goals and customer support priorities. • Oversee the implementation of projects • Create innovative digital experiences and solutions that enhance Airbnb’s capabilities in case context and intelligence. • Monitor product performance and incorporate feedback to ensure continuous improvement in the platforms and tools developed. Skills • 5+ years of product management experience OR other technical disciplines (engineering / data science / project management) • Strong understanding of data-driven technologies, infrastructure, and tools. • Excellent collaboration and communication skills to work with multidisciplinary teams. • Demonstrated ability to identify user needs and translate them into actionable product strategies. • Experience defining product roadmaps, managing priorities, and delivering high-quality outcomes. • Ability to orchestrate across teams, both yours and others’, to build and execute complex business plans and strategies • Experience in operating in global environments across cultures, locations, and time zones • A Community-first user-centric mindset • Highly analytical and comfortable making data-driven decisions while balancing the right approach for our Community • Familiarity with data science, analytics and machine learning concepts • Ability to quickly absorb technical concepts and communicate them to a non-technical audience • Experience working with a customer service team and/or operations team is a big plus Benefits • Bonus • Equity • Benefits • Employee Travel Credits Company Overview • Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship • Airbnb has a track record of offering H1B sponsorships, with 108 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job