The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
Contribute towards the long-term vision for building 10-star, personalized: community support, building a platform where our AI understands each guest and host the way their best human advocate would, and responds accordingly.
Partner with data science, ML, and operations to identify new high-signal: personalization signals to serve user needs
Own the product roadmap across ML models, signals, schemas, and prompt: optimization to ensure the right information reaches the model in the most effective form.
Drive personalization experiment design and measurement: define KPIs (self-solve rate, personalization coverage, citation accuracy), lead experiment design, and translate results into clear product decisions.
Collaborate with ML engineers to shape requirements for accuracy, latency, and scalability improvements.
Scale personalization infrastructure across Airbnb's AI surfaces, ensuring: the platform is extensible enough to serve each modality's unique needs.
What they're looking for
- Build a framework for continuous improvement: define how the team identifies personalization failures, prioritizes fixes, and systematically closes the gap between AI and human agent performance.
- Collaborate across engineering, ML, design, data science, and policy to build: consensus on prioritization, drive cross-functional alignment, and ship with rigor from concept to production.
- + years of industry experience with a BS/Masters OR 6+ years with a PhD, with: deep expertise in AI/ML-powered platforms at consumer scale
- Strong working knowledge of personalization systems, contextual data: retrieval, and LLM architectures - you can engage credibly with ML engineers on topics like RAG, retrieval optimization, and context engineering tradeoffs
