Staff Product Manager, Voice AI

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.

Role overview

You will join Community Support (CS) Platform Product team to lead the strategy and evolution of Airbnb's IVR and voice support ecosystem, using AI to drive toward a vision of highly scalable, inclusive, global customer support. The role focuses on building a Voice AI platform that personalizes experiences, enables smooth AI-to-human transitions, and supports guests, hosts, partners, and business users worldwide.

Responsibilities

• Establish an inspiring vision for user-facing voice support products that meet the needs of guests, hosts, partners, and business users worldwide.
• Streamline experiences to build a help system users rely on to instantly get answers.
• Harness AI to incorporate and personalize AI tools, ensuring smooth transitions between AI and human support for complex queries.
• Build and scale a Voice AI ecosystem and IVR systems that are personalized and accessible in multiple languages and cultures.
• Measure and improve impact using data-driven insights (issue rates, feedback metrics, KPIs) and drive continuous enhancements.
• Develop the platform product roadmap and build consensus on prioritization to drive product execution.
• Collaborate across engineering, design, and operations teams to deliver a seamless help experience and align on roadmap prioritization and execution.

Requirements / Your Expertise

• At least 7 years of experience in product management or equivalent roles involving creation and development of AI/ML-based products at global scale.
• Deep experience building and scaling voice-based systems and multi-modal AI ecosystems (including IVR and conversational AI platforms).
• Experience applying AI technologies to improve user experience (conversational AI platforms, personalized recommendation systems).
• Proven history of leading cross-functional teams and managing large-scale digital products or platforms.
• Ability to craft and articulate a compelling product vision, with a clear narrative and actionable roadmap.
• Skilled at evaluating and interpreting data to uncover actionable insights and guide product evolution.
• Demonstrated success building consumer-facing products for a global and multilingual user base, with sensitivity to diverse cultural and regional needs.
• Excellent judgment and decision-making skills; experience prioritizing and balancing multiple needs to meet business objectives.
• Experience building products for customer support is a plus (but not required).

Location

• US - Remote Eligible. Candidates must live in a state where Airbnb, Inc. has a registered entity (some states are excluded; applicants should check the up-to-date list on Airbnb careers). The role may include occasional work at an Airbnb office or attendance at offsites.

Compensation and Benefits

• Base pay range: $194,000—$239,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. The actual base pay is dependent on factors such as training, transferable skills, work experience, business needs and market demands, and the range is subject to change.

Inclusion & Accessibility

Airbnb is committed to inclusion and belonging and encourages all qualified individuals to apply. Disability-inclusive application and interview processes are available; candidates requiring reasonable accommodation can contact [email protected] with their name, role, and accommodation needed.