Airbnb Staff Platform Manager owns the platform for Airbnb's AI Assistant that powers support for millions of guests and hosts. Responsible for product direction, technical leadership, and ensuring safe, accurate AI-driven support at scale.
Responsibilities
Support is high-stakes: people reach out when something has gone wrong, often with another party involved. You will be responsible for making those moments accurate, safe, and genuinely helpful, increasing how often the assistant fully and correctly resolves a request on its own while expanding coverage across more problem types and user touch points.
Set the product direction for how the assistant reasons and responds, and paint a multi-quarter vision with the customer at the center; align that vision with senior leaders and cross-functional partners.
Work fluently with production data. Explore the data directly, use modern AI tools and coding agents to move fast, validate an analysis, and dig in yourself to tell when a result doesn't look right.
Build new capabilities end to end, from spotting the need through the hands-on work that makes the behavior real and gets it calibrated with human input.
Decide what a correct, complete resolution looks like for each kind of user problem, and get engineering, policy, and knowledge partners aligned around that definition.
Define what success means in measurable terms: how often issues get fully resolved, how accurate and safe the answers are, and the bar that a change needs to clear in order to launch.
Own launch readiness for major model and platform changes, balancing speed to learn against the safety and risk work that has to happen before anything scales.
Diagnose why a complex AI system is failing, and judge where the fix actually belongs.
Own the evaluation strategy: LLM-based evaluators (LLM-as-judge), offline and live-traffic evaluation, calibration and certification, and the tooling that lets non-engineers safely improve the assistant.
Bring teams with different perspectives to a shared answer, set agreements with partners early, and push for a single source of truth across the product.
Present to leadership regularly, leading with the decision, the tradeoffs, and the ask, and tailoring the narrative to what the audience cares about.
9+ years building technology products, with at least 5 in product management or a closely related technical role (engineering, data science, or applied research) from which you owned product direction.
