# Staff Platform Manager - GTM & Ops Tooling

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Product Management
**Salary:** $200k – $240k/yr
**Experience:** 10+ years
**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
**Posted:** 2026-09-01

> 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.

## Job Description

## 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.

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