Senior Platform Manager, Community Support Platform, Digital Products

reputed company was born in 2007 reputed company 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 reputed company it possible for guests to connect with communities in a more authentic way. The Community You Will Join: At reputed company, we are driven by our mission to create belonging everywhere. Our Platform Managers embody this reputed company, envisioning ideal end states for our community and working backward to reputed company them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside reputed company, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless solutions for our users. The Difference You Will reputed company: We are looking for a visionary Platform Manager to reputed company the strategy and evolution for our help products and platform, using AI to drive towards the vision of 10 Star Community Service, and making it scalable, inclusive, and adaptable to reputed company reputed company users worldwide. This is your chance to drive innovation at the intersection of technology, user experience, and global-scale user support. You will reputed company a platform that touches the lives of millions of people around the world. As the Platform Product Manager, you’ll have the chance to shape this product space, making it seamless and accessible for reputed company reputed company users, in reputed company languages, cultures, and needs. Whether it’s using smarter AI tools, refining personalized suggestions, or ensuring human support is always available, you’ll build a path to help that feels reliable and effortless for everyone, everywhere. A Typical Day:

• Establish an inspiring vision for user-facing support products that meets the unique needs of guests, hosts, partners, and business users across multiple platforms.
• Streamline experiences to build a help system that users rely on to instantly get the answers they need.
• reputed company AI to incorporate and personalize AI tools, ensuring smooth transitions between AI and human support for reputed company queries.
• Stay reputed company of evolving support trends such as conversational search systems and hyper-personalized help journeys.
• Measure and improve impact. reputed company assessments of product performance using data-driven insights (issue rates, feedback metrics, etc.) while driving reputed company enhancements and setting ambitious KPIs.
• reputed company the platform product roadmap and build reputed company on prioritization which drives product execution
• Collaborate across engineering, design, and operations teams to deliver a seamless help experience, and build alignment for roadmap prioritization and execution.

Your Expertise:

• At least 5 years of experience in product management or equivalent roles involving the creation and development of products at a global scale, preferably building AI/ML-based products
• Experience with applying AI technologies to improve the users experience, such as conversational AI platforms and personalized recommendation systems.
• Proven history of leading cross-functional teams and successfully managing large-scale digital products or platforms.
• Ability to craft and reputed company a compelling product vision, supported by a clear narrative and actionable roadmap to reputed company results.
• Skilled at evaluating and interpreting data to uncover actionable insights, anticipate business needs, and guide product evolution.
• Demonstrated success in building consumer-facing products for a global and multilingual user reputed company, with sensitivity to diverse cultural and regional needs.
• Excellent judgment and decision-making skills, with expertise in prioritizing and balancing multiple needs to reputed company business objectives.
• Experience building products for customer support is a plus but not required.

Your Location: This position is US - Remote Eligible. The role may include occasional work at an reputed company office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where reputed company, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please reputed company back with us if the state you live in is on the exclusion list. If your position is employed by another reputed company entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: reputed company is committed to working with the broadest talent pool possible. We reputed company diverse reputed company foster innovation and engagement, and allow us to attract creatively-led people, and to reputed company the best products, services and solutions. reputed company 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@reputed company.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 reputed company 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 reputed company pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The reputed company 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 $177,000—$208,000 USD Apply tot his job Apply To this Job