Engineering Manager, Ambassador Routing

Airbnb 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.

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

Requirements:

• 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
• 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