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Product Manager - Support Products (Portland)
Airbnb
Portland, OR, United States
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Airbnb Background
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.
Airbnb is on the cutting edge of product development. Our hosts are opening their homes to travelers from around the world, and our product makes it all possible. We have a lean team of product managers who guide a team of engineers, designers and data scientists to ship products that drive our business forward.
Team Background: Product and Service Excellence
Customer Vision: Success is about delivering great customer service for our users - both self help and human support - throughout their Airbnb journey.
Business Vision: We believe service will be a major differentiator and drive Airbnb’s global success and growth. We’re building a technology platform that supports Airbnb as it scales, delivering an exceptional level of customer service while also improving efficiency and the customer service agent experience.
Portland Product Manager Role
The Future of Service
• Vision: A world-class service platform to support the Airbnb users every step of their journey.
• Objective: Build fast, smart, easy to use tools that enable Airbnb Customer Operations teams to deliver world class service at scale, across BUs and global markets.
• Products: An action-oriented Customer Help Ecosystem, powered by ML/NLP, that increases efficiency and customer satisfaction. This includes things like:
◦ Channels to connect with Airbnb via text and voice
◦ Case Platform to resolve problems
◦ Identity, payment, and reservation tools
Requirements:
• The Basics:
◦ Vision, roadmapping, goal setting, spec writing, managing project execution, experiment planning, UI/UX wireframing, defining product roll-out strategy
◦ Proven experience and passion for building great products
◦ Multiple successful product launches under your belt
◦ Has gotten hands dirty shipping features across various platforms (iOS, Android, and Web)
◦ Highly collaborative and able to manage stakeholders up, down and cross-functionally
◦ 5+ years product management experience on with a consumer internet company
• Type of Person:
◦ Radical thinking paired with strong execution - can envision a world different than the status quo with the ability to articulate a clear path to get there.
◦ Self-motivated, with excellent written and verbal communication skills
◦ Creative problem solver - able to identify real obstacles and viable solutions
◦ Comfort with rapidly changing business conditions that is typical of a fast growing company
◦ Outcome oriented - not reactionary; they articulate the desired outcome and work collaboratively to create a path to achieve it
◦ Effective at collaborating with cross-functional operations stakeholders to get buy-in and drive support for new ideas, products, and process.
◦ Experience with SQL, establishing metrics/thresholds to guide prioritization and opportunity size.
◦ Experience with A/B experimentation is a plus
◦ Humble
• Passion:
◦ Must have a great understanding and empathy for Airbnb customers; must be an Airbnb guest and host advocate
◦ Rigorous - asks hard questions, validates assumptions, connects the dots
◦ Passion for great design, you should know what works, what doesn't and why
◦ Passion for creating a world where you can belong anywhere
• Additional Information:
• Willing to travel to SF or other offices 1-2 times per month