Senior Staff Machine Learning Engineer - Community Support Engineering

Details

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.

Responsibilities

• Developing AI-powered solutions to enhance Airbnb's customer experience using advanced AI techniques.
• Leading the design and development of AI products and features from inception to production.
• Collaborating with cross-functional leaders to build resilient, scalable, global systems.
• Guiding and mentoring engineers in AI and machine learning applications.
• Building a unified platform-native case management system (AirCase) to replace legacy CRM systems.
• Designing scalable AI workflow orchestration to support agent co-pilot tools and intelligent response automation.
• Modernizing the Delivery Management Console with AI-powered insights, outlier detection, and coaching tools.
• Establishing shared data foundations for AI/ML feedback loops and personalization throughout the support journey.
• Creating next-generation routing capabilities to match customers to the best support agents.
• Handling large-scale structured and unstructured data, experimenting and improving ML models and pipelines.
• Producing and operating ML models and pipelines at scale for batch and real-time use cases.
• Leveraging third-party and in-house ML tools and infrastructure to develop reusable and high-performance ML systems.
• Collaborating with engineers to integrate ML/AI solutions and mentoring others to adopt ML practices.

Requirements

• PhD in Computer Science, Mathematics, Statistics, or a related technical field.
• 10+ years of experience building, testing, and deploying AI models and products, including 2+ years with Generative AI.
• 10+ years of leadership experience guiding impactful ML and AI projects as a senior individual contributor.
• Deep expertise in ML best practices such as training/serving skew minimization, feature engineering, and model selection.
• Proficiency with algorithms including neural networks, deep learning, and optimization.
• Experience in domains like NLP, computer vision, personalization, search & recommendation, marketplace optimization, and anomaly detection.

Preferred Qualifications

• Experience with AI technologies for automation and agentic solutions.
• Familiarity with the AI product development lifecycle and agile methodologies in applied AI/ML.
• Experience building testing frameworks for agent behavior validation and improving ML infrastructure architecture.

Benefits

• Competitive base salary with range between $244,000 and $305,000 USD.
• Eligibility for bonuses, equity, benefits, and Employee Travel Credits.
• Remote eligible within specified U.S. states with occasional office or offsite work.
• Commitment to inclusion and diversity.
• Disability-inclusive recruitment process with accommodations upon request.