Product Manager - Guest Services

Company Overview

Founded in 2007, Airbnb connects millions of hosts and guests worldwide, offering unique stays and experiences that foster genuine cultural immersion and community connection.

Role Overview

The Product Manager for Guest Services will envision and implement innovative offerings that enhance guests' travel experiences beyond the stay itself. This role involves building a new service line encompassing in-trip conveniences such as private chefs, massages, photography sessions, grocery deliveries, rides, luggage storage, and car rentals. This represents a unique opportunity to develop a groundbreaking product within a global platform, creating new categories and thriving marketplaces.

Key Responsibilities

• Develop the product vision, strategy, and roadmap to guide guest interactions from discovery through service delivery.
• Rapidly prototype, launch experiments, analyze outcomes, and pivot accordingly to optimize offerings.
• Use data-driven approaches focusing on metrics like conversion, attachment rate, repeat bookings, and guest satisfaction to identify opportunities and challenges.
• Engage directly with guests by conducting interviews, reviewing feedback, and experiencing bookings firsthand to inform prioritization.
• Work collaboratively with supply and operations teams to ensure services are sustainable for providers and meet guest expectations.
• Coordinate cross-functional teams including engineering, design, marketing, legal, and leadership to align on objectives and execution.

Key Qualifications

• Over ten years of experience in consumer product management.
• Proven success in launching 0-to-1 products in consumer internet or marketplace settings.
• Proficiency in rapid prototyping, utilizing AI tools to validate hypotheses and gather user feedback.
• Strong business insight to assess market viability and structure minimal viable products from abstract hypotheses.
• Capability to navigate ambiguous environments and establish actionable roadmaps with minimal guidance.
• Experience managing concurrent projects with competing demands and tight schedules.
• Excellent communication and collaboration skills with cross-disciplinary teams.
• Skilled in crafting product stories and coordinating marketing strategies for new product launches.
• Comfortable with detailed, hands-on product management in dynamic, fast-paced scenarios.

Location Requirements

Preference for candidates located in San Francisco, Seattle, or New York. Certain states are currently excluded for employment eligibility; these include Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware, and Rhode Island. Candidates should confirm eligibility if residing in or relocating to these areas.

Inclusion and Accessibility Commitment

Airbnb is dedicated to diversity and inclusion, encouraging applicants from diverse backgrounds. Reasonable accommodations are available for candidates with disabilities needing assistance during the application process.

Compensation

The base salary for this role ranges from $232,000 to $282,000 USD annually, with potential eligibility for bonuses, equity, benefits, and employee travel credits. Actual pay will depend on experience, skills, and business factors and may be adjusted over time.