Staff Platform Manager, Quality
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
Our team is responsible for building and scaling the technology that supports Airbnb's global support operations. We are passionate about creating tools that enable our Community Support Quality Analysts, Team Leads, and Operations Managers to ensure the delivery of exceptional, consistent service to our community of hosts and guests.
We are seeking a highly motivated and experienced Platform Manager to lead the strategy, roadmap, and execution of our quality tooling. In this role, you will own how we build products to enable evaluating and improving agent performance at scale. This includes the strategy for how and when we build and acquire quality capabilities, and the end-to-end execution of automated quality evaluation. You will ensure that our tooling is high-quality and fit-for-purpose for the Quality teams and other operational users who rely on them every day. You will partner closely with engineering, operations, and other cross-functional teams to define and deliver a quality platform that raises the bar for agent performance across Airbnb's global support organization.
The Difference You Will Make:
- Champion the Mission: Deeply understand, synthesize insights, and and advocate for the needs of QAs, Team Leads, Agents, and other Operations Management. Leverage data from users, product data, and business/industry trends to identify opportunities.
- Own Quality Tooling Strategy: Lead the strategy and execution for Airbnb's quality tooling platform. Ensure QAs, Team Leads, and other users have a high-quality, intuitive experience across every feature we ship.
- Define and Execute the Quality Roadmap: Develop the prioritization framework for our quality capabilities. Drive complex, strategic quality capability decisions,, balancing speed-to-value against the best long-term solutions.
- Deliver Scale Through Technology: Own end-to-end automation solutions that drive better quality service at scale.
- Connect Quality to the Broader Agent Lifecycle: Partner with Coaching and Supervisor Tooling teams to ensure quality data is a connected, high-signal input across the agent performance ecosystem.
A Typical Day:
In the fast-paced and dynamic environment of Airbnb, no two days are the same. You'll be collaborating with a diverse group of people, tackling complex challenges, and making a real difference in the lives of our global community. While the landscape is ever-evolving, here are some of the activities you will engage in:
- Build in Partnership with Engineering: Work hand-in-hand with engineering to build features, including understanding what is and isn't working in our AI-powered products. You will go deep in the data — analyzing model outputs versus human judgments to identify inconsistencies, understanding whether disagreements reflect a model issue or an ambiguity in the underlying criteria, and proposing solutions based on what you find. You'll do this through hands-on sampling, deep dives, and developing and leveraging deep domain expertise. You are a technical authority to engineering who can explain the data, resolve ambiguities, and independently drive the direction of better AI products.
- Set and Uphold the Product Bar:
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