Product Manager - Support Agent Experience
Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
About Airbnb: Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.eir spaces and passions, setting the foundation for a world where anyone can belong anywhere.
Position Overview: We are seeking a Product Manager with extensive experience in customer support technology to lead the optimization of the support agent experience and oversee the products that enable provisioning for our Global Operations team. This role is pivotal in ensuring that both our support agents and employees have the tools and technologies they need to succeed.
Difference You Will Make:
- Championing the Mission: Advocate for both the Community Support Platform team's mission and the Global Operations team's provisioning needs, ensuring alignment with Airbnb's overarching goals.
- Streamlining Provisioning: You'll be responsible for evolving the technology that underpins our provisioning processes, addressing the inherent complexities of managing a global workforce. Your focus will be on enhancing the tools and systems used for onboarding, offboarding, and account updates for tens of thousands of employees annually. This includes refining the technology that manages roles, ensuring that permissions are granted appropriately based on job function and seniority. Recognizing the challenges of overlapping roles, multi-tiered access requirements, and diverse operational needs, you'll drive the development of a more intuitive and efficient system. Your leadership will ensure that Airbnb's provisioning technology is cutting-edge, secure, and adeptly addresses the complexities of a dynamic workforce.
- Driving Innovation: Introduce new features and functionalities that elevate the support and provisioning experiences.
- Empowering Teams: Equip support agents with optimized tools, enabling them to provide exceptional service to the Airbnb community. By deeply understanding the needs and challenges of support agents, you'll ensure their voice is central in the product development process. Actively soliciting their feedback, you'll identify gaps and opportunities in the current toolset, ensuring that enhancements address their pain points and empower them to excel in their roles. Your commitment to their success will not only elevate the support experience for our community but also foster a culture where every agent feels valued and heard.
Typical Day:
In the fast-paced and dynamic environment of Airbnb, no two days are the same. While the landscape is ever-evolving, here are some of the activities you'll engage in on a typical day:
- Morning Sync with Engineering: Begin your day with a review of ongoing projects, ensuring alignment on priorities and addressing any immediate blockers. Actively participate in product backlog grooming sessions. Collaborate closely with the engineering team to clarify requirements, refine user stories, and ensure that the team is set up for success in the upcoming sprints.
- Deep Dive with Global Operations: Understand the challenges and needs related to employee provisioning, gathering insights to inform product decisions.
- Vendor Meeting: Engage with potential technology vendors as part of a build vs. buy evaluation, assessing the feasibility and advantages of external solutions to meet our needs.
- Idea Generation Sessions with Engineering: Dedicate time to sit with engineers, brainstorming and discussing innovative solutions. Together, explore alternative approaches, and pinpoint opportunities for product and process enhancements, ensuring the technology we build effectively meets our users needs.
- Shadowing Support Agents: Observe support agent interactions and meet with site leads and operational managers to identify tooling improvements and gather first hand feedback.
- Collaboration with Design and Research: Partner with the design team to mock up potential new features or improvements. Engage with research to gain deeper insights into user behavior and needs, ensuring a user-centric approach in all product decisions.
- Data Analysis: Analyze data to measure tool impact, identify usage patterns, and spot areas for optimization.
- Stakeholder Meetings: Engage with internal stakeholders from various departments to gather feedback, manage expectations, and communicate upcoming changes.
- Feedback Loop: Establish regular feedback sessions with both support agents and the Global Operations team, ensuring their insights and concerns are at the forefront of product development.
- Product Roadmap Review: Dedicate time to review and adjust the product roadmap, ensuring alignment with business goals, team needs, and user feedback
- Close Collaboration and office presence: Please note that this role will require working closely with cross-functional teams, and in-office presence, as applicable, is necessary to enhance collaboration in alignment with business needs.
Responsibilities:
Qualifications:
- Minimum of 5 years of experience in customer support tools and technology, with a proven track record of delivering impact in that environment.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Familiarity with agile methodologies and ability to adapt in a fast-paced environment.
- Passion for Airbnb's mission and values.