Staff Product Manager, AI Personalization

Details

Airbnb is seeking a Staff Product Manager to lead product strategy and execution for AI personalization across its customer support ecosystem. The role owns the full personalization stack, from underlying retrieval systems to consumer-facing AI experiences, and scales it across multiple Airbnb surfaces.

The AI Personalization team builds systems that help Airbnb's AI understand each guest's and host's unique context and deliver highly personalized support experiences.

Responsibilities

• Contribute to the long-term vision for personalized community support and build a platform that enables AI to understand and respond to guests and hosts like a high-performing human advocate.
• Partner with data science, machine learning, and operations teams to identify high-signal personalization signals.
• Own the product roadmap across machine learning models, signals, schemas, and prompt optimization.
• Drive personalization experiment design and measurement, including KPIs such as self-solve rate, personalization coverage, and citation accuracy.
• Lead experiment design and translate results into product decisions.
• Collaborate with machine learning engineers on accuracy, latency, and scalability requirements.
• Scale personalization infrastructure across Airbnb's AI surfaces and ensure the platform supports different modalities and use cases.
• Build a continuous-improvement framework to identify personalization failures, prioritize fixes, and close the gap between AI and human-agent performance.
• Collaborate with engineering, machine learning, design, data science, policy, and operations teams to align priorities and deliver products from concept through production.

Requirements

• 9+ years of industry experience with a bachelor's or master's degree, or 6+ years of experience with a PhD.
• Deep expertise in AI/ML-powered platforms at consumer scale.
• Strong knowledge of personalization systems, contextual data retrieval, and large language model architectures.
• Ability to work credibly with machine learning engineers on retrieval-augmented generation (RAG), retrieval optimization, and context-engineering tradeoffs.
• Track record of building and launching foundational platform products that support multiple downstream experiences and surfaces.
• Experience designing and interpreting A/B experiments and online experimentation frameworks.
• Ability to own the end-to-end metrics strategy for complex AI systems.
• Strong ability to synthesize ambiguous signals into clear, prioritized product decisions.
• Proven cross-functional leadership across machine learning, engineering, data science, design, and operations.
• Experience shipping consumer-facing AI products with personalization at their core.
• Strong product judgment regarding when AI automation should defer to human judgment and how to make that transition seamless.
• Ability to work across levels of abstraction, from retrieval-system architecture to the experience of a guest resolving a cancellation dispute.

Location

This position is remote eligible in the United States. The role may include occasional work at an Airbnb office or attendance at offsites. Candidates must live in a state where Airbnb, Inc. has a registered entity.

Compensation

The base pay range is $200,000–$240,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

Airbnb is committed to an inclusive hiring process and provides reasonable accommodations for candidates with disabilities.