About the job
Airbnb, Inc. is looking for a Staff Platform Manager to lead AI Personalization for customer support in the United States. This position centers on developing and executing product strategy for the AI systems that help millions of guests and hosts receive support tailored to their needs.
The AI Personalization team maintains the core systems that allow Airbnb’s support AI to understand context and respond with empathy, accuracy, and sound judgment. The goal: ensure every user receives support that feels as thoughtful and effective as Airbnb’s best human agents.
Role overview
The Staff Platform Manager oversees the full personalization stack, from retrieval systems to the AI interface. This role shapes product direction, drives adoption across Airbnb’s platforms, and champions a support experience that adapts to each guest and host.
What you will do
- Define the long-term vision for personalized community support, ensuring AI understands and advocates for users as a skilled human would.
- Partner with data scientists, machine learning teams, and operations to identify and develop impactful personalization signals.
- Collaborate with ML engineers on contextual retrieval systems and prompt design for AI models.
- Create a multi-year product roadmap to advance AI support for the Airbnb community.
- Keep customer experience central in all aspects of platform design and delivery.
Requirements
- Experience building or managing technical platforms, ideally in AI or personalization.
- Comfort working closely with engineering and data science teams on complex systems.
- Strategic mindset for long-term product planning and execution.
- Strong commitment to customer experience and delivering personalized interactions at scale.

