Manager, Machine Learning, Customer Support Engineering

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.

Your Location

This position is CHINA BASED. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies.

The Community You Will Join

Community Support (CS) has increasingly become a key driver of enabling Airbnbs core business The Community Support Engineering team is responsible for the world-class technology, architecture, and solutions that power CS at Airbnb

The products and capabilities we build empower our guests and hosts, CS agents, and operations teams around the world.

As part of the CS Product vision, we are leveraging AI to transform how we deliver customer service - combining advanced ML/LLM capabilities with the expertise of our Support Ambassadors to create a seamless, high-quality support experience.

The Difference You Will Make

As an ML Manager within Community Support Product Engineering in China, you will lead a team of machine learning engineers to research, design, and optimize AI models and services that scale AI-powered products and measurably improve the end-to-end Community Support experience for guests, hosts, and support ambassadors.

What You’ll Do

• Hire, mentor and guide a dynamic team of highly skilled machine learning engineers, fostering their technical growth and professional development. Proactively take initiatives to drive for outcomes over the scope of the team. Build relationships and drive alignment with stakeholders within Community Support and across external teams.
• Communicate difficult or complex concepts and decisions clearly and effectively with multiple stakeholders across various functions. Provides critical guidance and input in prioritization over multiple major projects.

Foster rapid development cycles without sacrificing quality, collaborating closely with platform, backend, and frontend engineers to engineer robust ML models and systems that enhance community support initiatives

Uphold Technical Standards: Conduct thorough design and architecture reviews to continually elevate our standards of technical excellence.

Your Expe