Senior Engineering Manager - Community Support Engineering

The Community You Will Join: 

We are looking for a passionate and forward-thinking Sr Engineering Manager to lead our Ambassador Routing and Communications (ARC) team. ARC team sits at the heart of Airbnb’s Community Support Platform, ensuring that guest and host issues are routed with precision and care to our ambassadors across voice, messaging, email, and other channels. Your leadership will directly enable magical customer experiences and empower our ambassadors worldwide.

This is an opportunity to impact some of the most innovative customer service engineering initiatives at Airbnb. You’ll lead a high-impact engineering team tackling technical and operational complexity—driving our evolution towards intelligent, resilient, skill-based, and differentiated support for our global community.

The Difference You Will Make:

• Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion.
• Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables.
• Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes.
• Coach and mentor engineers and other leaders, elevating talent and fostering an environment of continuous learning.
• Shape and execute on the ARC strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support.
• Help ensure business priorities and technical investments are balanced to delivery long term health of systems.
• Manage, grow, and inspire a distributed team of engineers working on large-scale systems at the core of Airbnb’s customer support experience.

Exciting Projects You Will Lead: 

• Project Vicarius: A groundbreaking initiative that provides disaster recovery and regional failover capabilities for customer support. Vicarius ensures that even during major regional or infrastructure outages, ambassadors can continue to serve guests and hosts by intelligently routing critical interactions, especially safety cases, to available teams in alternate regions with minimal disruption.
• Differentiated Service: Build and scale the AI powered systems that deliver differentiated, personalized support to our most valued customers. This enables targeted experiences—such as expedited assistance for premium guests or specialized handling for critical issues—by deeply integrating customer attributes and ambassador skills into routing decisions.
• Routing 2.0: Lead the transformation from complex, queue-based routing to a modern, skills-based and data-driven intelligent  routing engine. Routing 2.0 dramatically reduces operational complexity and unlocks more adaptive, intelligent, and efficient assignment of cases to the best-suited ambassadors based on skills, proficiency, and business goals. This project has the potential to transform how business manages routing with strategic investment in a system that can auto balance capacity (available agents) and demand (incoming contacts) to make dynamic decisions that enhance community experience.
• Skill-Based Routing: Implement a sophisticated skills and proficiency framework that matches every customer inquiry with the best-equipped ambassador. This strategic shift from static queues to dynamic agent attributes enables faster resolution, higher customer satisfaction, and more effective utilization of our ambassador workforce.

Your Expertise:

• Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level).
• Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in the customer support or communications domain.
• Hands-on experience establishing agile, iterative engineering processes and driving continuous improvements in quality and predictability.
• A strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams.
• Demonstrated success in strong engineering culture with accountability and ownership around core engineering tenants such as quality, availability and scalability of solutions
• Excellent communication skills and a demonstrated ability to lead, inspire, and grow high-performing technical teams.
• A passion for delivering delightful experiences for both end-users and internal stakeholders.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.