Engineering Manager, Ambassador Routing

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>The Community You Will Join: </strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;">Critical to Airbnb’s mission is being there for hosts and guests in the moments that matter. Ambassador Routing sits at the center of that experience - powering intelligent routing and agent connections so each request reaches the right expertise, at the right time, through the right channel. As Engineering Manager, you’ll lead the team building the next generation of routing and service experiences, including skills-based matching, differentiated service pathways, and capabilities that scale with Airbnb’s expanding products and global footprint. This work is a direct lever on customer experience - speed to resolution, quality, and CSAT - as well as our ability to deliver truly “10-star” service as Airbnb continues to evolve.</span></p> <p><span style="font-family: arial, helvetica, sans-serif;"><strong>What You'll Do</strong></span></p> <ul> <li>Lead a team of engineers building routing and decisioning capabilities that improve customer outcomes and operational efficiency.</li> <li>Build and scale Skills Based Routing that better matches contacts to ambassador skills; enable Differentiated Service experiences that appropriately tailor support pathways to customer context - improving quality, speed, and customer satisfaction.</li> <li>Contribute to Airbnb wide initiatives (e.g. Services, Experiences, multi-region resiliency) by aligning team capabilities with shared goals and ensuring smooth integration across dependencies.</li> <li>Raise the bar on technical quality and execution through roadmap planning, clear ownership, and pragmatic architecture and design reviews.</li> <li>Partner closely with Product, Data, Science, Operations, and adjacent engineering teams to drive success metrics (e.g., NPS, CSAT, time-to-resolution)</li> <li>Champion customer-centric discovery: use qualitative insights alongside metrics to prioritize what will most improve the experience.</li> <li>Develop talent and team health through coaching, feedback, and career development - creating an environment of high trust, inclusion, and accountability.</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; color: #000000;"><strong>A Typical Week</strong></span></p> <ul> <li>Coaching ICs and tech leads, unblocking execution, and aligning on design and sequencing.</li> <li>Partner syncs with Product/Ops/Data to align on outcomes, rollout strategy, and measurement.</li> <li>Running healthy execution rhythms (roadmap reviews, backlog grooming, retros, socials) to drive accountability, delivery hygiene, and team cohesion.</li> <li>Reviewing progress against milestones/OKRs, adjusting priorities based on new information, and communicating changes with clarity.</li> <li>Operational reviews (incidents, reliability trends, tech debt) to strengthen the platform while scaling impact.</li> </ul> <p><span style="font-family: arial, helvetica, sans-serif;"><strong>What You'll Bring (Minimum Qualifications)</strong></span></p> <ul> <li>10+ years of software engineering experience, with 4+ years managing engineering teams in a fast-paced environment; BS/MS in CS or a related field or equivalent experience.</li> <li>Experience building and scaling distributed systems (e.g., service-oriented architectures, APIs, event-driven systems) through measurement experimentation driven ap ... (truncated, view full listing at source)