Most Loved Workplace® Certified JobStaff Platform Manager, AI Personalization
Assessed by Most Loved Workplace®About the Role
At Airbnb, a Most Loved Workplace® certified employer in the Travel & Hospitality space, Belong Anywhere: Connect Through Travel, Community, and Trust.
<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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 that make it possible for guests to connect with communities in a more authentic way.</span></p></div><p>The Community You Will Join:</p>
<p>At Airbnb, we're driven by our mission to create a world where anyone can belong anywhere. The Community Support (CS) Platform &amp; Engineering team is at the forefront of this mission -&nbsp; building the AI systems that power world-class support experiences for millions of guests and hosts globally. We are building to a bold vision, where our AI doesn't just answer questions, but truly understands each person's unique context, mirrors the judgment and empathy of our highest-performing human agents, and delivers 10-Star support at scale.</p>
<p>The AI Personalization team is the intelligence layer that makes this possible. We own the full-stack systems that enable the AI&nbsp; to give every guest and host a response that feels written just for them.</p>
<p>The Difference You Will Make:</p>
<p>We are looking for a visionary Staff Platform Manager to lead the product strategy and execution for AI Personalization across Airbnb's customer support ecosystem. This is one of the most consequential roles in CS Platform Product: you will own the full stack of personalization, from the underlying retrieval systems to the consumer-facing AI experience, and scale it across multiple Airbnb surfaces.</p>
<p>The north star: enable AIA to emulate the judgment, empathy, and accuracy of Airbnb's highest-performing human
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