Product Manager - Support Agent Experience



Product, Customer Service
Gurugram, Haryana, India
Posted on Monday, November 20, 2023

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

Required Qualifications:

  • 4+ years in a product management role launching new payment methods or partner integrations within the greater payments ecosystem consisting of payment gateways, PSPs, payment networks, merchant service providers, issuers, and acquirers
  • Experience launching incentive-based features. Specifically, getting customers to adopt lower-cost alternative payment through new payment method awareness and incentivization features.
  • Experience launching local payment methods, including ACH/SEPA, real-time payments, and digital wallets
  • Platform product management experience, building non-UX facing products that can be leveraged by a variety of business customers
  • Ability to work directly with engineers to develop use cases, build inspiring narratives, prioritize features, and evaluate short-term vs. long-term trade-offs
  • Ability to lead by influence across a diverse team of engineers, data scientists, finance, compliance, legal, and business experts
  • Ability to clearly articulate the story for what problem you’re solving for and the vision you’re going after, combined with the capacity to dive into minute details when necessary
  • Exceptional decision making skills: given limited resources, how do you prioritize across needs?
  • Thrive in a startup culture: dealing with fast pace, changing needs, and limited resources

Preferred Qualifications:

  • Familiarity with PCI-level compliance, secure token vaulting, and network tokenization (e.g. MDES, VTS) a plus
  • Global perspective - experience with global, alternative payment methods outside of credit cards, including digital wallets, SEPA, ACH, and prepaid cards
  • Technical chops - experience as an engineer, data scientist, or payment operations specialist
  • Knowledge and experience using collaborative tools of the trade (e.g. JIRA, SQL, Asana, Google Docs, Scrum, Agile) as well as design/mockup tools (e.g. Figma, Invision)