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. Apply tot his job Apply To this Job