Senior Release Manager, Customer Service Platform

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Act as the primary liaison between platform management, technical project management, engineering, testing, and operations teams. Ensure clear, consistent communication among all parties for each release. • Maintain up-to-date documentation and tracking sheets so that all stakeholders have the right information at the right time. • Create and implement best practices for software release management. • Define, track, and analyze key metrics to verify that releases are delivered on time and meet established success criteria. • Identify issues, risks, and regional differences prior to releases, then work with teams to analyze, escalate, and resolve them. • Work independently with stakeholders and owners to ensure readiness for release and to remove blockers. • Facilitate official go/no‑go decisions by defining the required criteria for approving a release. • Partner with operations and training teams to ensure agents are well prepared to use new tools. • Manage post-release follow-up: monitor adoption, identify issues, and conduct retrospectives to improve future releases.

🎯 Requirements

• 7+ years of experience in technical program management, project management, release management, or product operations with a strong track record. • Experience leading product releases involving multiple teams, sometimes with executive visibility. • Excellent verbal, written, and presentation skills at all levels of the organization. • Strong problem-solving and analytical skills. • Solid understanding of product release processes and experience working with engineering teams. • Proficiency with virtual collaboration and project management tools such as Asana, Jira, and Airtable. • Strategic mindset and strong organizational skills, with the ability to work across multiple teams. • Practical knowledge of the software development lifecycle and ways of working. Specific experience with Agile is an asset. • Responsible and reliable: self-directed, motivated, accountable, and able to work independently. • Strong strategic judgment: ability to interpret organizational objectives and translate them into planning activities. • Ability to manage multiple priorities simultaneously in a fast-paced environment. • Commitment to continuous improvement. • Experience collaborating with cross-functional teams.

🏖️ Benefits

• Bonuses • Stock options • Employee Travel Credits