Staff Platform Manager, Conversational Products

Details

Airbnb's AI Assistant team owns the agentic AI system that powers the support experience for millions of guests and hosts. This role sits at the intersection of large language models, platform thinking, and a two-sided marketplace.

The role owns the platform that determines how the AI Assistant reasons, retrieves information, and responds. This includes request interpretation and routing, knowledge and capabilities, actions used to resolve issues, and evaluation systems that keep the assistant safe and accurate at scale. The role works with engineering, data science, policy, and knowledge partners while also directly authoring artifacts that shape production behavior.

Responsibilities

• Set product direction for how the assistant reasons and responds, and develop a multi-quarter customer-centered vision.
• Align the vision with senior leaders and cross-functional partners.
• Work directly with production data, modern AI tools, and coding agents to analyze results and validate findings.
• Build new capabilities end to end, from identifying opportunities through implementation, calibration, and human validation.
• Define correct and complete resolutions for different user problems and align engineering, policy, and knowledge partners around those definitions.
• Establish measurable success criteria, including issue resolution rates, answer accuracy and safety, and launch quality thresholds.
• Own launch readiness for major model and platform changes, balancing speed of learning with safety and risk requirements.
• Diagnose failures in complex AI systems and determine where fixes should be implemented.
• Own the evaluation strategy, including LLM-based evaluators, LLM-as-judge, offline and live-traffic evaluation, calibration, certification, and tooling for safe assistant improvements.
• Build alignment across teams, establish agreements with partners, and drive a single source of truth across the product.
• Present regularly to leadership, communicating decisions, tradeoffs, and asks in an audience-appropriate way.

Requirements

• 9+ years building technology products, including at least 5 years in product management or a closely related technical role such as engineering, data science, or applied research with ownership of product direction.
• Direct experience shipping generative AI or ML products to production, ideally including retrieval-augmented generation, agentic or function-calling architectures, and evaluation systems.
• Hands-on technical depth, including reading and debugging prompts, understanding ML and engineering constraints, and authoring artifacts that shape production behavior.
• Ability to work directly with production data, validate analyses end to end, and identify when results are incorrect.
• Experience designing, calibrating, or certifying automated model-based evaluations and converting quality signals into measurable diagnostic components.
• Strong understanding of user experience factors in AI interactions, including latency, tone, and trust.
• Ability to own an ambiguous, cross-cutting mandate spanning multiple teams and drive alignment.
• Track record of scaling impact through others by setting clear standards, assigning owners, and holding them accountable.
• Strong executive communication skills.
• Ability to combine innovative thinking with strong execution.

Location

This position is US—Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity. If the position is employed by another Airbnb entity, the recruiter will provide information about eligible states.

Benefits

The role may be eligible for bonus, equity, benefits, and Employee Travel Credits. Airbnb provides disability-inclusive application and interview accommodations.