Platform Lead, Human-in-the-loop

The Community You Will Join:

Join Airbnb's Digital Platform team where innovation and a mission-driven culture are at the core of everything we do. Our team is dedicated to delivering exceptional customer service through both self-help and human support throughout the Airbnb journey. Collaborate with a talented cross-functional team including engineering design and data science all working together to build a scalable technology platform that drives global success and growth.

The Difference You Will Make:

As the Platform Lead Product Manager for Human-in-the-Loop (HITL) initiatives you will lead the AI evaluation and feedback strategies ensuring continuous learning and improvement in AI model performance. Your role will involve developing and implementing a comprehensive feedback framework enhancing AI quality and supporting the adoption of AI-automation and AI-augmentation within Community Support. Success in this role will be measured by the effective deployment of AI capabilities and the improvement of customer service experiences.

A Typical Day:

• Define a product vision for personalized customer experiences and inspire the team towards achieving it.

• Challenge existing processes to create simple and elegant customer solutions tailored to individual needs.

• Set and track measurable objectives for personalized interactions and AI evaluation systems.

• Lead cross-functional teams including engineering design and data science to execute the product roadmap.

• Communicate effectively to ensure alignment with product teams cross-functional partners and leadership.

• Analyze metrics to inform the success of evaluation systems and drive data-driven user-centric decisions.

Your Expertise:

• Bachelor’s degree in Computer Science Engineering or a related field; advanced degree preferred.

• 12+ years in product management within the AI or technology sector working closely with design and engineering teams.

• Exceptional communication skills adaptable for various audiences.

• Strong understanding and appreciation of great user experiences particularly in human-in-the-loop contexts.

• Ability to quickly grasp technical concepts and convey them to non-technical audiences.

• Outcome-oriented with experience collaborating beyond immediate cross-functional teams.

• Radical thinker with strong execution skills capable of envisioning and achieving innovative solutions.

• Preferred experience with AI-powered platforms conversational AI solutions and contact center operations.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites as agreed to with your manager. While the position is Remote Eligible you must live in a state where Airbnb Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement and allow us to attract creatively-led people and to develop the best products services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application please contact us at: [email protected] . Please include your full name the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.