Manager, Engineering - Community Support Engineering

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

Community Support (CS) has become a key driver of enabling Airbnb's core business. Community Support Engineering is responsible for the world-class technology, architecture, and solutions that powers CS at Airbnb. The products and capabilities we build enable our guests and hosts, CS agents, and operations teams around the world. Your work on CSP will impact our global team of support ambassadors and help ensure our guests and hosts have an amazing experience on Airbnb 24/7 and 365 days a year.

This is an opportunity to be accountable for the team that owns a critical set of applications and tools that empower Airbnb's Global Community Support organization.

The Difference You Will Make:

• Lead engineering planning and delivery of a wide range of new and improved features and capabilities powering Airbnb’s adherence to global policy, response to real world disruptive events (earthquake, severe weather, power outage, etc.), and process workflows.  
• Build a strong and diverse team capable of turning ambitious product visions into a polished reality.
• Nurture a culture of technical quality from design, through code review, to production.
• Work closely with product managers, designers, and other engineering leaders to plan and deliver a wide range of new and improved features and capabilities.
• Mentor and empower senior ICs to grow their impact beyond individual contributions, creating opportunities for them to lead technical initiatives that span across platforms and organizations.

A Typical Day: 

• Work with product, design, and other stakeholders to define, prioritize, and execute the roadmap.
• Work with engineers to plan, sequence, make tradeoffs, and deliver new features and platform capabilities.
• Nurture a culture of technical quality from design, through code review, to production.
• Understand the state of our systems to determine where investment may be needed to maintain system health and build for long-term success. 
• Coach exceptional engineering talent in one-on-ones to understand underlying motivations and dynamics.

Your Expertise:

• 3-5+ years of hands-on experience managing an engineering team and 9+ years of relevant software development industry experience in a fast paced tech environment.
• Strong expertise in building large-scale backend systems and experience in user facing features.
• Strong product and design instinct, previous proven experience building delightfully designed experiences.
• Excellent communication and collaboration skills. Proven experience working with many engineering teams and cross functional partners.
• Flexible in leadership style, can adapt to a variety of ways of working depending on the situation.
• Experience leading and shipping large initiatives with high business impact.
• Creating a strong culture of operational excellence with focus on raising the bar for quality, reliability, and availability.
• Good judgment in making tradeoffs to balance short-term business needs with long-term technical quality.
• Strong communication skill and ability to influence decisions from a wide variety of stakeholders.
• Experience fostering an inclusive and engaging team environment.
• Able to identify, retain, grow, and acquire critical talent.
• Experience building and shipping AI/ML driven end user features is a large bonus.

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. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

Pay Range$204,000—$255,000 USD