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Director, Product Management - Community Support


Headquarters: San Francisco, CA
See all Airbnb jobs →

Airbnb is redefining the world's approach to accommodation and travel. We are creating highly local, personal and meaningful experiences for our host and guest community around the world. We develop products that create transformational experiences for guests millions of times each week.

The  Community Support (CS) organization is a group of product managers, strategic operations, shared services, and safety teams dedicated to serving and supporting our community through their entire journey with Airbnb.   The Product team that serves Community Support is responsible for innovating across the end-to-end service journey, championing the needs of community, support specialists, and case managers to provide the exceptional service that is authentic, fast, and scalable.   

Reporting to the Head of Community Support, the Director of Product Management - Community Support will work with cross functional leaders across Business Units, Design, Operations, Policy, and Engineering to shape the future of how we deliver exceptional service at Airbnb. You’ll be setting multi-year strategies and making investments that impact hundreds of engineers and designers, impact the daily work of thousands of agents, and reach millions of hosts and guests.



  • Lead a senior team of Product Managers
  • Work with the Head of CS to set product vision and develop the product strategy goals for Airbnb’s Community Support Team
  • Work with Business Unit leaders to understand the unique needs of each business unit to help inform the product strategy
  • Partner closely with operational and technical teams to create unified plans that drive impact on key metrics, inspire teams and rally support
  • Provide direction and leadership to a cross-functional team of product managers, designers, engineers, IT, data scientists, user researchers, and content strategists to develop and execute the product roadmap
  • Work cross functionally to align the CS product strategy to Airbnb’s overall business strategy

Key capabilities & Candidate profile:

     Execution focus

  • Work to achieve goals while overcoming obstacles and/or plan for contingencies
  • Develop plans to ensure the team’s roadmap can be executed with adequate resources and alignment with operations and other key stakeholders
  • Balance long-term platform solution with the short-term needs of business units in different stages of lifecycle
  • Demonstrate passion and strong sense of urgency for setting goals and reaching targets
  • Maintain rigorous product management and quality standards
  • Align on product strategy decisions. Driving prioritization of projects and resources across the product team
  • Empower and enable the product management team to execute by helping identify and clear blockers
  • Review performance and progress on a regular basis to ensure team is achieving results
  • Hands on and great attention to detail
  • Balance long term platform solution with the short term needs of the business units

     Leverage Data and Analytics for decision making

  • Expertise in using data to generate insights and prioritize work of the team
  • Leverage data to test hypothesis and make informed decisions
  • Experience with iterative development and experimentation to rapidly build product solutions
  • Ability to build a business case for proposed actions and initiatives rooted in data and trends

     Cultural Agility

  • Facilitates the assembly of global groups or teams with deliberately diverse membership; helps them find common ground and consider all views
  • Brings together a group that is the best to manage a project or solve a problem regardless of diverse views or backgrounds or geography and supports their ability to engage despite their differences

     Leadership & communication

  • Proven ability to hire, mentor, and retain a world-class team of PMs across multiple geographic locations including Portland and Seattle
  • Engages people in discussion around the business direction, conveying the organizational vision and direction and how the unit or a project fits in
  • Effective at communicating vision, strategy, and priorities of the team with stakeholders in operations and across the business
  • Delegates projects with a clear set of agreed objectives/measures of success
  • Proven ability to partner cross-functionally
  • Translates business goals into priorities and individual performance measures aligned with goal progress measures and communicates regularly about long-term goals to reinforce the larger intent
  • Frequently reviews project progress and seeks corrective actions when needed
  • Prioritizes cascading of information to drive team clarity and morale
  • Experience defining, and refining, team architecture based on changing team and priorities


  • 12+ years working as a Product, Technology, or Operations Leader
  • 8+ years of platform Product Management experience
  • 5+ years managing teams in a global high technology environment
  • Deep knowledge of Customer Experience and Support environments
  • Global Implementation experience
  • Experience driving the roadmap for products that are both built and bought/integrated
  • 3+ years experience managing teams distributed across multiple geographies