# Staff Platform Manager, AI Personalization

**Company:** [Airbnb](https://hotfix.jobs/companies/airbnb)
**Location:** Remote
**Role:** Product Management
**Salary:** $200k – $240k/yr
**Experience:** 9+ years
**Skills:** ai/ml platforms, personalization systems, contextual data retrieval, llm architectures, RAG, retrieval optimization, context engineering, A/B Testing, experiment design, Cross-Functional Leadership
**Posted:** 2026-08-07

> Lead product strategy and execution for AI Personalization across Airbnb's customer support ecosystem. Own the full stack from retrieval systems to consumer-facing AI experiences, building platforms that enable AI to emulate human agent judgment and empathy at scale.

## Job Description

## 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

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