Airbnb was born in 2007 when 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 make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
At Airbnb, we are driven by our mission to create belonging everywhere. Our Platform Managers embody this ethos, envisioning ideal end states for our community and working backward to achieve them. The Community Support (CS) team is a global business unit that delivers support to millions of guests and hosts worldwide. We focus on building a technology platform that scales alongside Airbnb, delivering exceptional customer service and improving both efficiency and agent experience. The CS Platform Product team plays a crucial role in this, leading efforts to create seamless, self-solve solutions for our users. You will work closely with a partner team, Global Operations Community Support Planning team. This team is responsible for driving the end-to-end roadmap planning process for Community Support at Airbnb. Our team ensures that initiatives and programs are prioritized to align with our overarching strategy and our commitment to delivering an exceptional customer experience.
The Difference You Will Make:
As a Senior Release Manager, you will play a critical role in ensuring the successful launch of Internal software to CS agents across the globe.
A Typical Day:
- Serve as the primary liaison between Platform Management, Technical Program Management, Engineering, Testing, and Operations ensuring clear, consistent communication and shared alignment across all workstreams for each release.
- Maintain accurate source-of-truth trackers and documentation so every stakeholder has what they need, when they need it
- Create and maintain release management best practices.
- Define, track, and report on key release health and operational metrics ensuring releases are delivered on schedule and meet defined success criteria.
- Surface issues, risks, and regional nuances before launch, and rally cross-functional partners to diagnose, escalate, and resolve issues.
- Work independently alongside stakeholders and cross-functional leadership maintaining rigorous oversight of release readiness and proactively mitigating blockers.
- Facilitate the official go/no-go decisions owning the acceptance criteria and process to greenlight each release.
- Partner with Operations/Training to ensure agents are prepared for new tooling.
- Own post-launch monitoring and retrospectives by tracking adoption, surfacing issues post-release, and running retrospectives to drive improvements
Your Expertise:
- 7+ years of experience in technical program management, program management, release