Staff Platform Manager, AI Personalization

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.

The Community You Will Join

At Airbnb, were driven by our mission to create a world where anyone can belong anywhere The Community Support (CS) Platform & Engineering team is at the forefront of this mission - building the AI systems that power world-class support experiences for millions of guests and hosts globally

We are building to a bold vision, where our AI doesnt just answer questions, but truly understands each persons unique context, mirrors the judgment and empathy of our highest-performing human agents, and delivers 10-Star support at scale.

The AI Personalization team is the intelligence layer that makes this possible. We own the full-stack systems that enable the AI to give every guest and host a response that feels written just for them.

The Difference You Will Make

We are looking for a visionary Staff Platform Manager to lead the product strategy and execution for AI Personalization across Airbnbs 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 Airbnbs highest-performing human agents. To achieve this, youll build a platform that continuously enriches the AIs 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, and the strategic vision to set a multi-year product roadmap that transforms how AI serves our community.

A Typical Day

Contribute towards the long-term vision for building 10-star, personalized community support, building a platform where our AI understands each guest and host the way their best human advocate would, and responds accordingly

Partner with data science, ML, and operations to identify new high-signal personalization signals to serve user needs Own the product roadmap across ML models, signals, schemas, and prompt optimization to ensure the right information reaches the model in the most effective form.</li