Airbnb · 1 day ago
Engineering Manager, Ambassador Routing
United States
Full-time
Remote
Director/Executive
$204K/yr - $255K/yr
10+ years expAirbnb is a global platform connecting hosts and guests, and they are seeking an Engineering Manager for their Ambassador Routing team. This role involves leading a team to build intelligent routing and service experiences that enhance customer satisfaction and operational efficiency.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Lead a team of engineers building routing and decisioning capabilities that improve customer outcomes and operational efficiency
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
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
Raise the bar on technical quality and execution through roadmap planning, clear ownership, and pragmatic architecture and design reviews
Partner closely with Product, Data, Science, Operations, and adjacent engineering teams to drive success metrics (e.g., NPS, CSAT, time-to-resolution)
Champion customer-centric discovery: use qualitative insights alongside metrics to prioritize what will most improve the experience
Develop talent and team health through coaching, feedback, and career development - creating an environment of high trust, inclusion, and accountability
Coaching ICs and tech leads, unblocking execution, and aligning on design and sequencing
Partner syncs with Product/Ops/Data to align on outcomes, rollout strategy, and measurement
Running healthy execution rhythms (roadmap reviews, backlog grooming, retros, socials) to drive accountability, delivery hygiene, and team cohesion
Reviewing progress against milestones/OKRs, adjusting priorities based on new information, and communicating changes with clarity
Operational reviews (incidents, reliability trends, tech debt) to strengthen the platform while scaling impact
Qualification
Required
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
Experience building and scaling distributed systems (e.g., service-oriented architectures, APIs, event-driven systems) through measurement & experimentation driven approaches
Solid technical judgment; you can guide trade-offs, review designs, and keep delivery moving while maintaining quality
Demonstrated ability to turn ambiguous problem spaces into clear roadmaps, milestones, and measurable outcomes
Strong customer and product mindset: you care deeply about the end-to-end experience and use metrics and feedback loops to guide iteration
Excellent communication and collaboration skills - you create clarity, align partners, and drive decisions without relying on hierarchy
Demonstrated ability to hire and retain strong talent, and build an inclusive, high-accountability team culture
Preferred
Experience with routing/matching systems, workflow orchestration, decisioning engines, or other optimization problem spaces
Familiarity with customer support tooling and ecosystems (case management, contact channels, agent experience), and how they influence service quality
Experience applying data science/ML or LLM-enabled techniques to improve automation, classification, triage, knowledge-retrieval or decision quality
Experience building skill models/taxonomies (e.g., proficiency signals, intent classification) used to drive intelligent assignment and personalization
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-20
2026-01-17
Company data provided by crunchbase