Senior Manager, Machine Learning Engineering – Community Support Engineering

Manager, Machine Learning Engineering - Community Support Engineering

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.

The Community You Will Join

The Community Support Platform (CSP) at Airbnb is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting‑edge technology to deliver exceptional customer service with high efficiency.

As part of the CSP vision, we are harnessing AI to revolutionize Airbnb’s approach to customer service. Our AI Product team is focused on providing a seamless user experience by combining AI capabilities with the expertise of our support ambassadors.

The Difference You Will Make :

• Lead and Mentor : Guide a dynamic team of highly skilled applied scientists and machine learning engineers in the research, design and optimization of AI models and services.
• Strategize and Innovate : Develop and refine the overarching strategy for the ML and AI aspects of our community support products, focusing on scalability, quality, safety, performance, and reliability.
• Drive Excellence : Foster rapid development cycles without sacrificing quality, collaborating closely with platform, backend, and frontend engineers to engineer robust ML models and systems that enhance community support initiatives.
• Make Data‑Driven Decisions : Evaluate technical trade‑offs in key decisions, ensuring optimal outcomes through data‑backed strategies.
• Uphold Technical Standards : Conduct thorough design and architecture reviews to continually elevate our standards of technical excellence.

Your Expertise :

Leadership in ML Development : Proven experience in leading teams that develop large‑scale ML models and systems to improve online user experiences.

Your Location :

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed 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.

How We’ll Take Care of You :

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

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