[Hiring] Staff Platform Manager, AI Personalization @Airbnb

Role Description

We are looking for a visionary Staff Platform Manager to lead the product strategy and execution for AI Personalization across Airbnb's customer support ecosystem. This is one of the most consequential roles in CS Platform Product: you will own the full stack of personalization, from the underlying retrieval systems to the consumer-facing AI experience, and scale it across multiple Airbnb surfaces.

The north star: enable AIA to emulate the judgment, empathy, and accuracy of Airbnb's highest-performing human agents. To achieve this, you'll build a platform that continuously enriches the AI's understanding of each user, and surfaces that understanding at the right moment, in the right form, across every channel.

This role demands a rare combination:

• Customer experience chops to build meaningful and delightful personalized experiences.
• Technical fluency to partner with ML engineers on contextual retrieval architectures and model prompt design.
• Strategic vision to set a multi-year product roadmap that transforms how AI serves our community.

A typical day includes:

• Contributing towards the long-term vision for building 10-star, personalized community support.
• Partnering with data science, ML, and operations to identify new high-signal personalization signals to serve user needs.
• Owning the product roadmap across ML models, signals, schemas, and prompt optimization.
• Driving personalization experiment design and measurement: defining KPIs, leading experiment design, and translating results into clear product decisions.
• Collaborating with ML engineers to shape requirements for accuracy, latency, and scalability improvements.
• Scaling personalization infrastructure across Airbnb's AI surfaces.
• Building a framework for continuous improvement.
• Collaborating across engineering, ML, design, data science, and policy to build consensus on prioritization.

Qualifications

• 9+ years of industry experience with a BS/Masters OR 6+ years with a PhD, with deep expertise in AI/ML-powered platforms at consumer scale.
• Strong working knowledge of personalization systems, contextual data retrieval, and LLM architectures.
• Track record of building and shipping foundational platform products that power multiple downstream experiences and surfaces.
• Experience designing and interpreting A/B experiments and online experiment frameworks.
• Strong capacity to synthesize ambiguous signals into clear, prioritized product decisions.
• Proven cross-functional leadership.
• Experience shipping consumer-facing AI products with personalization at the core.
• Sharp product intuition for when AI automation should give way to human judgment.
• Ability to work at multiple levels of abstraction.

Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.

Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at:

[email protected] . Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range: $200,000 — $240,000 USD