Product Manager, Community Support

Job Description

Airbnb is looking for a Product Manager, Community Support to shape how the company shows up for guests and hosts when things don't go as planned. This isn't a bolt-on support function — it's the backbone experience that millions of travelers quietly rely on every day, and Airbnb wants someone who can turn that behind-the-scenes service into something that feels effortless and genuinely cared-for. You'll work from a remote home base anywhere in an eligible US state, embedded in a team that treats support as a product discipline, not a cost center.

The core of the job is translating messy, real-world user pain into a roadmap that actually fixes it. You'll sit at the center of design, engineering, data science, and the operations teams who handle support conversations every day, and you'll be the person who decides what gets built, in what order, and why. Expect to spend real time listening — to support agents, to user research, to the raw feedback loop — because the best ideas here rarely start in a strategy doc.

Key Responsibilities

• Own the long-term product vision and roadmap for Airbnb's differentiated support experience, end to end
• Turn unstructured feedback — from users, agents, and internal stakeholders — into clear, prioritized product bets
• Craft the external narrative around new support features, working closely with comms and marketing partners
• Keep cross-functional teams — engineering, design, data science, ops — aligned around a single shared direction
• Make the hard prioritization calls, consistently weighing user trust against delivery speed
• Ship features and own their outcomes, from early concept through launch and iteration

Requirements

• Bachelor's degree, or equivalent experience built through the work itself
• 8+ years in product management, ideally with consumer-facing products at scale
• A track record of shaping how a product is talked about publicly — not just how it's built
• Demonstrated subject-matter depth in a support, trust, or service-adjacent space
• Comfort building narratives that marketing and comms teams can run with
• History of leading product work across functions without needing a formal mandate to do it
• Experience scaling a consumer product or ecosystem that people actually love using
• A founder's instinct — someone who's taken a rough idea and pushed it into something real
• Exposure to products with a financial or payments component
• Strong data instincts — comfortable using analysis to settle product debates, not just support them

Preferred

• Enjoys being deep in the weeds as an individual contributor, not just directing from above
• Energized by fast-moving, occasionally chaotic environments
• Background that touches trust & safety, support operations, or service design