Staff Platform Lead, AI Personalization & 10-Star Support

Nubeero Limited; Northern (KY); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Bonus eligibility

Equity

Employee Travel Credits

Job summary

Airbnb seeks a visionary Staff Platform Manager to lead the product strategy and execution for AI Personalization across its customer support ecosystem. You will own the full stack from retrieval systems to the consumer-facing AI experience, and scale it across surfaces.

The role requires customer experience instincts, technical fluency to partner with ML engineers, and a multi-year roadmap to transform how AI serves our community.

Qualifications

• 9+ years of industry experience with a BS/Masters OR 6+ years with a PhD.
• Deep expertise in AI/ML-powered platforms at consumer scale.
• Experience designing and interpreting online experiments; own metrics strategy.
• Proven cross-functional leadership across ML, engineering, data science, design, and operations.
• Experience shipping consumer-facing AI products with personalization at the core.

Responsibilities

• Contribute towards the long-term vision for building 10-star, personalized community support platform.
• Partner with data science, ML, and operations to identify personalization signals.
• Own the product roadmap across ML models, signals, schemas, and prompts.
• Lead experiment design and translate results into product decisions.
• Collaborate with ML engineers to shape requirements for accuracy, latency, and scalability.
• Scale personalization infrastructure across Airbnb's AI surfaces.

Skills

AI/ML platforms

Personalization systems

LLM architectures

Cross-functional leadership

Experiment design

Product roadmaps

Education

BS/Masters or PhD

Tools

RAG tooling

LLM tooling

Retrieval systems

Job description

Airbnb seeks a visionary Staff Platform Manager to lead the product strategy and execution for AI Personalization across its customer support ecosystem. You will own the full stack from retrieval systems to the consumer-facing AI experience, and scale it across surfaces.

The role requires customer experience instincts, technical fluency to partner with ML engineers, and a multi-year roadmap to transform how AI serves our community.