Senior Release Manager, CS Platform

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 management or product operations roles with a proven track record of success


• Proven experience leading cross-functional product releases with executive visibility


• Exceptional communication skills, verbal, written and presentation, to all levels of an organization


• Strong problem-solving and analytical skills


• Understanding of best practice product release processes, experience working with engineering teams


• Proficiency in virtual collaboration and project management tools like Asana, Jira, and Airtable


• Strategic thinking and organizational skills, with the ability to work collaboratively and cross-functionally across teams


• Hands-on, working knowledge of software product development life-cycle and methodologies.  Specific experience with Agile is preferred. 


• Naturally accountable and responsible: Self-starter, self-motivated, focused, and self-sufficient


• Strong strategic judgment: an ability to interpret organizational goals and translate them into planning activities


• Ability to manage multiple, competing priorities simultaneously, in a fast-paced environment


• Champion for continuous improvement


• Experience working collaboratively with cross functional teams.

Your Location: 
This position is Canada - 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 province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, Alberta, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces 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: [email protected]. 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.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This position corresponds to a vacancy within the organization.