Engineering Manager, Ambassador Routing

The Community You Will Join:

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.

What You'll Do

• 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.

A Typical Week

• 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.

What You'll Bring (Minimum Qualifications)

• 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 Qualifications

• 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.

Why Join Our Community?

Ambassador Routing is a high-leverage team where your work improves the moments when hosts and guests need Airbnb most - powering smarter, more personalized experiences through intelligent routing and skill-aware matching. You’ll help drive the next chapter of Airbnb’s service transformation with meaningful ownership and visibility across strategic initiatives and global-scale challenges. If you’re motivated by real-world customer impact, technical innovation, and leading high-performing teams, we’d love to meet you.