Senior Engineering Manager - Community Support Engineering

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: We are looking for a passionate and reputed company-thinking Sr Engineering Manager to reputed company our Ambassador Routing and Communications (reputed company) team. reputed company team sits at the heart of reputed company’s Community Support Platform, ensuring that guest and host issues are routed with precision and care to our ambassadors across voice, messaging, email, and other channels. Your leadership will directly reputed company magical customer experiences and reputed company our ambassadors worldwide. This is an opportunity to impact some of the most innovative customer service engineering initiatives at reputed company. You’ll reputed company a high-impact engineering team tackling technical and operational complexity—driving our evolution towards intelligent, resilient, reputed company-based, and differentiated support for our global community. The Difference You Will reputed company: Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion. Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables. Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes. Coach and mentor engineers and other leaders, elevating talent and fostering an environment of reputed company learning. Shape and execute on the reputed company strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support. Help ensure business priorities and technical investments are balanced to delivery long term health of systems. Manage, grow, and reputed company a distributed team of engineers working on large-scale systems at the core of reputed company’s customer support experience. Exciting Projects You Will reputed company: Project Vicarius: A groundbreaking initiative that provides disaster recovery and regional failover capabilities for customer support. Vicarius ensures that even during major regional or infrastructure outages, ambassadors can continue to serve guests and hosts by intelligently routing critical interactions, especially safety cases, to available teams in alternate regions with minimal disruption. Differentiated Service: Build and scale the AI powered systems that deliver differentiated, personalized support to our most valued customers. This enables targeted experiences—such as expedited assistance for premium guests or specialized handling for critical issues—by deeply integrating customer attributes and ambassador skills into routing decisions. Routing 2.0: reputed company the transformation from reputed company, queue-based routing to a modern, skills-based and data-driven intelligent routing reputed company. Routing 2.0 dramatically reduces operational complexity and unlocks more adaptive, intelligent, and efficient assignment of cases to the best-suited ambassadors based on skills, proficiency, and business goals. This project has the potential to transform how business manages routing with strategic investment in a system that can auto balance reputed company (available agents) and demand (incoming contacts) to reputed company dynamic decisions that enhance community experience. reputed company-Based Routing: Implement a sophisticated skills and proficiency reputed company that matches every customer inquiry with the best-equipped ambassador. This strategic shift from static queues to dynamic agent attributes enables faster resolution, higher customer satisfaction, and more effective utilization of our ambassador workforce. Your Expertise: Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level). Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in the customer support or communications domain. Hands-on experience establishing agile, iterative engineering processes and driving reputed company improvements in quality and predictability. A strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams. Demonstrated success in strong engineering culture with accountability and ownership around core engineering tenants such as quality, availability and scalability of solutions Excellent communication skills and a demonstrated ability to reputed company, reputed company, and grow high-performing technical teams. A passion for delivering delightful experiences for both end-users and internal stakeholders. 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$244,000—$305,000 USD Apply tot his job Apply To this Job