Engineering Manager, Community Support Engineering (Routing and Data Services)
About the role
The Community You Will Join
Community Support (CS) is a key driver in enabling Airbnb's core business. The Community Support Engineering (CSE) organization builds world-class tools for our team of Community Support ambassadors around the world as well as our operations teams, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year.
Within CSE, China Routing and Data Service(CRD) Team works together with our US partners to co-own the CS foundations systems for our community. We are building the routing systems to efficiently connect our guests and hosts requests to the best agent, leveraging skills-based routing, context, and urgency signals; we are building CS data services providing the trusted data foundation that powers AI-driven solutions.
The Difference You Will Make
We are seeking an experienced Engineering Manager to lead the China Routing and Data Service team. In this role, you will:
- Ramp up on the team’s technology, product, and business goals, including hands-on work to develop a deep technical understanding.
- Lead, mentor, and grow a high-performing engineering team in a fast-paced environment.
- Foster a team culture that emphasizes product thinking, technical depth, and customer-centric problem solving.
- Drive and partner closely with teams across CSE to understand business cases and deliver intuitive, scalable routing and data solutions.
- Set clear priorities and strategic direction in collaboration with cross functional partners.
- Improve team processes to strengthen collaboration and ways of working, execution efficiency, and delivery quality.
- Lead complex, cross-functional projects that align with business goals and deliver measurable impact.
A Typical Day
As an Engineering Manager on the China Routing and Data team, you will:
- Collaborate with other senior leaders and peers to define and drive long-term technical strategy and architecture that enables the company’s future vision.
- Collaborate with and influence cross-functional partners to design and deliver high-quality products.
- Lead team technical initiatives, and work cross-functionally to identify opportunities for business impact, refine, and prioritize requirements for engineering systems.
- Lead conversations that align technical efforts with business outcomes and product priorities.
- Nurture a culture of technical quality and engineering excellence from design, through code review, to production.
- Enable and empower ICs to grow their impact beyond individual contributions, creating opportunities for them to lead technical initiatives that span across platforms and organizations.
- Retain, grow and hire a team of high-performing engineers. Build a strong and diverse team capable of turning ambitious product visions into a polished reality.
Your Expertise
- 9+ years of relevant software development industry experience in a fast paced tech environment.
- Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience.
- Excellent communication and collaboration skills. Proven experience working with many engineering teams and cross functional partners.