Staff Platform Manager, Quality

Responsibilities

• Champion the needs of QAs, Team Leads, Agents, and Operations Management by synthesizing insights from users, product data, and business trends.
• Own the strategy and execution for Airbnb's quality tooling platform, ensuring high-quality, intuitive experiences.
• Define and execute the quality roadmap, including prioritization frameworks and balancing speed-to-value with long-term solutions.
• Deliver end-to-end automation solutions for quality evaluation to drive better service at scale.
• Partner with Coaching and Supervisor Tooling teams to connect quality data across the agent performance ecosystem.
• Collaborate with engineering to build features, analyze AI/ML model outputs vs. human judgments, identify inconsistencies, and drive improvements through data sampling and domain expertise.
• Set and uphold product quality standards for features, ensuring tools are intuitive and fit-for-purpose.
• Shadow users to identify friction points and gather feedback.
• Define success metrics, track them, and use data to inform roadmap prioritization.
• Manage external partners to drive product improvements and define priorities.
• Drive cross-functional alignment on product vision across stakeholders and leadership.
• Own the quality tooling roadmap, make strategic trade-offs, and communicate progress to leadership.

Requirements

• 9+ years of product management experience.
• Deep expertise working with ML or AI-powered products, including driving model improvements, performance trade-offs, evaluation frameworks, and automation quality in partnership with engineering.
• Proven ability to deliver in cross-functional organizations with multiple stakeholders in ambiguous and complex situations.
• Strong analytical and problem-solving skills with a data-driven approach to prioritization and decision-making.
• Ability to adapt communication style and explain technical concepts to non-technical audiences.
• Experience making strategic capability decisions in a fast-moving environment, including tradeoffs across short, mid, and long-term priorities.
• Proactive, self-motivated, and results-oriented.
• Passion for Airbnb's mission and values.

Nice-to-Haves

• Past experience with quality, operations, or data-driven tooling.