Senior Manager, Product Specialist Program

Role Overview

Lead Airbnb’s Frontline Insights & Execution (FIX) work within the Community Blueprint team (Global Operations). You will drive customer experience excellence by connecting insights across the end-to-end guest and Host journey, informing decisions across product, operations, and policy.

What You’ll Do

• Lead, mentor, and develop a high-performing team (feedback, coaching, performance evaluations)
• Manage workload and resources, and prioritize projects for maximum impact
• Define and implement KPIs to measure team effectiveness and business impact
• Analyze quantitative and qualitative data across the end-to-end customer journey
• Identify customer issues, determine what is happening, and investigate the why
• Collaborate cross-functionally with teams including Product, Operations, Engineering, Training, Knowledge Management, Incident Management, Business Process Improvement, Partner Management, Finance, and Research
• Influence senior leaders through clear communication and high-impact presentations
• Use LLMs/generative AI tools to enhance team effectiveness
• Stay current on industry trends and advances in customer and data analysis
• Work across multiple time zones with flexibility for global program needs

Requirements

• 12+ years of industry experience in roles such as General Manager, Strategy, Product Insights, Product Operations, or equivalent
• Strong background in customer journey analysis and strategic planning
• Proficiency in SQL
• Ability to drive data-driven decision-making and connect insights across teams

Nice to Haves

• MBA or equivalent advanced degree