Engineering Manager, Ambassador Routing

This role is US - Remote Eligible, with occasional work at an Airbnb office.

Compensation:

$204,000 — $255,000 per year

Responsibilities:

• Lead a team of engineers to enhance customer outcomes and operational efficiency.
• Build and scale Skills Based Routing and tailored support pathways.
• Align team capabilities with company-wide initiatives and ensure smooth integration.
• Maintain technical quality through effective planning and design reviews.
• Collaborate with cross-functional teams to drive success metrics.
• Develop talent and foster a high-trust team environment.

Requirements:

• 10+ years in software engineering with 4+ years in management.
• Experience with distributed systems and service-oriented architectures.
• Strong technical judgment and ability to guide design reviews.
• Excellent communication and collaboration skills.

Preferred Qualifications:

• Experience with routing/matching systems and customer support tooling.
• Familiarity with data science/ML techniques for automation and decision quality.