Staff Platform Manager – Conversational Products

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the platform that dictates how Airbnb's AI Assistant comprehends, retrieves, and interacts.

• Manage request interpretation and routing, knowledge and capabilities, assistant actions, as well as evaluation systems.

• Establish user outcomes and measurable success criteria in collaboration with engineering, policy, and knowledge partners.

• Identify architectural issues and influence engineering and data science decision-making.

• Enhance the accuracy, safety, and completeness of self-service resolutions for support inquiries.

• Define product strategy and a multi-quarter vision in alignment with senior leadership and cross-functional collaborators.

• Collaborate directly with production data and utilize AI tools and coding agents to validate analyses.

• Develop and refine new assistant capabilities from inception to completion with human input.

• Specify correct and comprehensive resolutions for user issues and coordinate with partner teams.

• Ensure launch readiness for significant model and platform updates.

• Analyze failures in complex AI systems and ascertain the appropriate fixes.

• Lead the LLM evaluation strategy, encompassing LLM-as-judge, offline and live-traffic assessments, calibration, certification, and tooling.

• Foster alignment across teams and establish a unified source of truth.

• Communicate decisions, trade-offs, and requests to leadership.

⛳️ Requirements

• Over 9 years of experience in developing technology products, with a minimum of 5 years in product management or a closely related technical role such as engineering, data science, or applied research, including responsibility for product direction.

• Proven track record of delivering generative AI or ML products to production.

• Experience should ideally encompass retrieval-augmented generation, agentic or function-calling architectures, and evaluation systems.

• Strong hands-on technical skills, including the ability to read and debug prompts and comprehend ML and engineering limitations.

• Capable of creating artifacts that influence production behavior.

• Experience working directly with production data and validating analyses from start to finish.

• Background in designing, calibrating, or certifying automated model-based evaluations.

• Deep understanding of user experience, including factors such as latency, tone, and trust in AI interactions.

• Ability to manage an ambiguous, cross-functional mandate across various teams and drive alignment.

• Proven history of amplifying impact through others by setting clear standards, assigning responsibility, and holding team members accountable.

• Excellent executive communication skills.

• Capacity to envision significantly enhanced systems and execute the steps necessary to achieve them.

• Must reside in a state where Airbnb, Inc. is registered.

🏝️ Benefits

• Eligibility for bonuses.

• Opportunity for equity participation.

• Comprehensive benefits package.

• Employee travel credits.

• Possibility of occasional work at an Airbnb office or participation in offsite events.

• Reasonable accommodations provided throughout the recruitment process.