Staff Platform Manager, AI Personalization

Responsibilities

• Contribute to the long-term vision for building 10-star, personalized community support, building a platform where AI understands each guest and host the way their best human advocate would
• Partner with data science, ML, and operations to identify new high-signal personalization signals
• Own the product roadmap across ML models, signals, schemas, and prompt optimization
• Drive personalization experiment design and measurement: define KPIs (self-solve rate, personalization coverage, citation accuracy), lead experiment design, and translate results into product decisions
• Collaborate with ML engineers to shape requirements for accuracy, latency, and scalability improvements
• Scale personalization infrastructure across Airbnb's AI surfaces
• Build a framework for continuous improvement: define how the team identifies personalization failures, prioritizes fixes, and closes the gap between AI and human agent performance
• Collaborate across engineering, ML, design, data science, and policy to build consensus on prioritization and ship from concept to production

Requirements

• 9+ 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 (RAG, retrieval optimization, context engineering)
• Track record of building and shipping foundational platform products that power multiple downstream experiences
• Experience designing and interpreting A/B experiments and online experiment frameworks; ability to own end-to-end metrics strategy for complex AI systems
• Strong capacity to synthesize ambiguous signals into clear, prioritized product decisions
• Proven cross-functional leadership: able to align ML, engineering, data science, design, and operations teams
• Experience shipping consumer-facing AI products with personalization at the core
• Sharp product intuition for when AI automation should give way to human judgment
• Ability to work at multiple levels of abstraction - from retrieval system architecture to guest experience

Nice-to-Haves

• PhD with 6+ years of experience