[Hiring] Senior Manager, Product Specialist Program @Airbnb

Role Description

As part of the Community Blueprint team, your role will be instrumental in driving data-driven decision-making, connecting data across product & operations, and enhancing the guest and Host experience.

We are seeking a highly experienced and skilled leader with deep expertise in customer journey analysis, strategic planning, and team development. As the Senior Manager, you are a leader that will be responsible for driving forward customer experience excellence, developing insights that identify user experience gaps, and growing the team’s impact on the business. The ability to connect the dots across the end-to-end customer journey and across different teams will be critical to success.

This role will also be presenting to and influencing leaders at the highest level, meaning strong communication skills will be essential.

A typical day includes:

• Lead, mentor, and develop a high-performing team, providing regular feedback, coaching, and performance evaluations.
• Foster a collaborative and supportive team environment that encourages growth, knowledge sharing, and innovation.
• Oversee workload management, resource allocation, and project prioritization for the team.
• Develop and implement key performance indicators (KPIs) to measure team effectiveness and impact.
• Collaborate with cross-functional leaders to align with broader company goals and objectives.
• Analyze quantitative and qualitative data across the end-to-end customer journey to drive business decisions.
• Identify customer issues and understand the what as well as investigating the why.
• Leverage LLMs/generative AI tools to enhance the effectiveness of the team.
• Develop strong working relationships and collaborative partnerships with various internal teams such as Product, Operations, Engineering, Training, Knowledge Management, Incident Management, Business Process Improvement, Partner Management, Finance, Research, and others.
• This is a global program, which means this role will be working with people from many different time zones and requires flexibility in the hours they’re available to take meetings.
• Stay up-to-date with the latest industry trends and advancements in quantitative and qualitative data analysis techniques.

Qualifications

• An undergraduate degree with a strong preference for candidates holding an MBA or equivalent advanced degree.
• 12+ years of industry experience in a General Manager, Strategy Manager, Product Insights, Product Operations or equivalent role.
• Proficiency in SQL, data analysis, and data visualization.
• Proficiency in Jira and Airtable (optional).
• Strong technical data skills, ability to connect data across multiple areas.
• Self-starter, thrives in ambiguity, and has an investigator mindset of wanting to get to the bottom of problems.
• Strong problem-solving and critical thinking abilities, with a keen attention to detail.
• Excellent communication and presentation skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders.
• Exceptional stakeholder management skills, with a proven ability to collaborate and influence across functions.
• An agile, growth-minded approach, demonstrated through a history of driving projects from ideation to impact.
• Robust business acumen, strategic thinking skills, and the ability to make informed judgments.
• Experience managing a team including performance management and goal setting.
• Experience managing projects involving cross-functional teams.
• Understanding of LLMs and desire to continue to learn in the AI space.
• Flexible and can deal effectively with changes in priorities or ambiguity.
• Prior experience in the technology industry or a fast-paced, data-driven environment is preferred.

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Base pay range: $188,000 — $235,000 USD.

Your Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.