Staff Platform Manager, AI Personalization

Description:

• Lead product strategy and execution for AI Personalization across Airbnb’s customer support ecosystem.
• Own the full stack of personalization, from retrieval systems through the consumer-facing AI experience.
• Define and evolve the long-term vision for personalized, 10-star community support.
• Partner with data science, ML, and operations to identify high-signal personalization signals.
• Own the product roadmap across ML models, signals, schemas, and prompt optimization.
• Drive experiment design and measurement, including KPI definition and translation of results into product decisions.
• Collaborate with ML engineers on requirements for accuracy, latency, and scalability improvements.
• Scale personalization infrastructure across Airbnb’s AI surfaces and modalities.
• Build a framework to identify personalization failures, prioritize fixes, and improve performance over time.
• Align engineering, ML, design, data science, and policy partners to ship from concept to production.

Requirements:

• 9+ years of industry experience with a BS or Master’s degree, or 6+ years with a PhD.
• Deep expertise in AI/ML-powered platforms at consumer scale.
• Strong working knowledge of personalization systems, contextual data retrieval, and LLM architectures.
• Credible understanding of RAG, retrieval optimization, and context engineering tradeoffs.
• Track record of building and shipping foundational platform products across multiple downstream experiences and surfaces.
• Experience designing and interpreting A/B experiments and online experiment frameworks.
• Ability to own end-to-end metrics strategy for complex AI systems.
• Strong ability to synthesize ambiguous signals into clear, prioritized product decisions.
• Proven cross-functional leadership across ML, engineering, data science, design, and operations.
• Experience shipping consumer-facing AI products with personalization at the core.
• Strong product intuition for when AI automation should give way to human judgment.
• Ability to work across levels of abstraction, from retrieval architecture to guest support experience.

Benefits:

• US-remote eligible role.
• Occasional office visits or offsites may be required, as agreed with the manager.
• Base pay range of $200,000 to $240,000 USD.
• Role may be eligible for bonus.
• Role may be eligible for equity.
• Role may be eligible for benefits.
• Role may be eligible for Employee Travel Credits.

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