Staff Platform Manager - GTM & Ops Tooling
Own the strategy, tooling, and workflow infrastructure supporting high-volume operations, including case and workforce management and AI-assisted processes. The role requires 10+ years of product or operations technology experience, strong technical fluency, and a record of delivering complex systems across teams.
About the job
Responsibilities
- Define the multi-year strategy and prioritized roadmap for Airbnb’s operations platform, balancing quick wins with foundational investments as AI takes on more execution.
- Align vision, OKRs, strategy, and roadmap with senior leaders across Supply, Engineering, and Operations; communicate progress to leadership.
- Design AI-forward operational processes and determine where human-in-the-loop judgment is required.
- Translate complex product-to-operations problems into operational requirements and drive coherent solutions across multiple teams.
- Own case management and workforce management tooling, including capacity planning, workload distribution, performance measurement, queue visibility, and forecasting for combined human and AI-agent workforces.
- Write product briefs, prototype solutions, partner with engineering, and drive products through launch, adoption, and measurable outcomes.
- Coordinate dependent product and engineering roadmaps, negotiate sequencing, resolve constraints, and make tradeoff decisions.
Requirements
- 10+ years of experience in product management, platform management, or operations technology, including at least 5 years in technical product management with direct delivery accountability for systems built by backend engineering teams.
- Strong technical fluency, including the ability to read system architecture, evaluate engineering designs, and understand data models and API contracts.
- Experience redesigning operational processes in high-volume service organizations by replacing fragmented, manual work with scalable, measurable systems.
- Experience shipping AI or automation into production operations, including human-in-the-loop workflow design and quality measurement.
- Track record of delivering complex, multi-team initiatives through teams outside the reporting line.
- Ability to connect platform decisions to business outcomes and measure success through business KPIs.
- Experience building or owning workforce management or case management tooling, including capacity planning, queue management, SLA tracking, or performance measurement.
- Exceptional communication across operations, engineering, and senior leadership audiences.
Preferred Qualifications
- Experience with case management or workforce management platforms such as Salesforce Service Cloud, Airtable, Zendesk, or similar tools.
- Familiarity with human-in-the-loop workflow design.
- SQL fluency for validating requirements, defining success metrics, and identifying issues before launch.
- Experience with scaled operations or internal tools in marketplace or high-growth environments.
- Track record of shipping tools that measurably changed operations workflows.
Compensation
- Base pay range: $200,000–$240,000 USD annually.
- May also include bonus, equity, benefits, and Employee Travel Credits.
Skills
Product Management, Platform Management, Technical Product Management, Backend Engineering, System Architecture, Data Models, Api Contracts, Artificial Intelligence, Automation, Case Management, Workforce Management, SQL, Salesforce Service Cloud, Airtable, Zendesk
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