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Manager, Machine Learning - Community Support Engineering

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Airbnb

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Location:
United States

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

204000.00 - 255000.00 USD / Year
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Job Description:

The Community Support Platform (CSP) at Airbnb is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting-edge technology to deliver exceptional customer service with high efficiency. As part of the CSP vision, we are harnessing AI to revolutionize Airbnb’s approach to customer service. Our AI Product team is focused on providing a seamless user experience by combining AI capabilities with the expertise of our support ambassadors.

Job Responsibility:

  • Lead and mentor a dynamic team of highly skilled applied scientists and machine learning engineers in the research, design and optimization of AI models and services
  • Develop and refine the overarching strategy for the ML and AI aspects of our community support products, focusing on scalability, quality, safety, performance, and reliability
  • Foster rapid development cycles without sacrificing quality, collaborating closely with platform, backend, and frontend engineers to engineer robust ML models and systems that enhance community support initiatives
  • Evaluate technical trade-offs in key decisions, ensuring optimal outcomes through data-backed strategies
  • Conduct thorough design and architecture reviews to continually elevate our standards of technical excellence

Requirements:

  • Expertise in various machine learning and AI methodologies, including LLMs and non-LLMs, tailored for user-facing products
  • Proven experience in leading teams that develop large-scale ML models and systems to improve online user experiences
  • Strong leadership skills with a track record of nurturing an innovative and collaborative team environment
  • Exceptional verbal and written communication abilities, with a keen eye for detail
  • Demonstrated capability to work effectively with stakeholders at all organizational levels, both internally and externally
  • Skilled in navigating and resolving ambiguous challenges through proactive and strategic approaches
  • PhD, or Master's degree in Computer Science, Mathematics, Statistics, or related technical field
  • 10+ years of experience in building and shipping AI models and products, including 2+ years of experience with LLMs
  • 5+ years managing machine learning teams that deliver large impact
  • Expert knowledge of machine learning algorithms and techniques
  • Experience with AI technologies in customer support applications
  • Experience with LLM alignment techniques (SFT, RLHF, DPO, etc) and LLM evaluation
  • Background in working with ML infrastructures and complex system designs
  • Ability to absorb new concepts quickly and integrate them effectively into business processes
What we offer:
  • bonus
  • equity
  • benefits
  • Employee Travel Credits

Additional Information:

Job Posted:
December 16, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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