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Senior Release Manager, Customer Service Platform
Location
Canada
Posted
33 days ago
Salary
$128K - $160K / year
Seniority
Senior
Job Description
Senior Release Manager, Customer Service Platform
Airbnb
• 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.
Job 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
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