Data Scientist, Operations Research, Customer Support

Summary

Join Airbnb's Customer Support Data Science team as a Data Scientist specializing in Algorithms. Collaborate with engineers, product managers, and designers to build scalable systems matching services to customer needs. You will leverage your NLP/LLM proficiency to improve AI agent performance, curate synthetic datasets, automate LLM evaluation, and generate self-solve content. A typical day involves identifying business opportunities, working with cross-functional partners, developing and operating machine learning models, and building performance measurement solutions. This US-remote eligible position requires 2+ years of relevant experience and a Master's or PhD in a related field. The role offers a competitive salary and potential for bonus, equity, benefits, and Employee Travel Credits.

Requirements

• 2+ years of relevant industry experience (e.g. ML scientist, tech lead, junior faculty) and a Master’s degree or PhD in relevant fields
• Strong fluency in Python and SQL, experience with Tensorflow, PyTorch, Airflow and data warehouse
• Deep understanding of machine learning lifecycle best practices (e.g. training/serving, feature engineering, feature/model selection, labeling, A/B test), algorithms (e.g. gradient boosted trees, neural networks/deep learning, optimization) and domains (e.g. natural language processing, personalization and recommendation)
• Proficiency with LLMs and/or related AI, NLP, CV, UGC/content understanding topics including deep learning, information retrieval, or knowledge extraction. For example, BERT, GPT-2/3/4, LLaMA, Mistral
• Proven ability to communicate clearly and effectively to audiences of varying technical levels, observation causal inference skill is a plus
• Ability to take a product-oriented mindset in using conceptual and innovative thinking to develop and apply solutions taking into consideration the user experience

Responsibilities

• Understanding and improving the performance of our AI Agent
• Scaling the high-quality synthetic datasets curation across various CS domains for training and evaluating LLM
• Implementing advanced methods to automate the LLM evaluation process with high efficiency and quality
• Generating most helpful self-solve contents in line with Airbnb policy leveraging generative AI to automate low-complexity issues
• Identify high impact business opportunities through data exploration and model prototype, translate business problems into scientific formulations
• Work collaboratively with cross functional partners including software engineers, product managers, operations and research, to refine requirements for LLMs, drive scientific decisions, and quantify impact
• Hands-on develop, productionize, and operate machine learning models and pipelines at scale, including both batch and real-time use cases, structured and unstructured data
• Build scalable performance measurement solutions for LLMs evaluation with internal paved path tooling, incorporating industry best practice and state-of-the-art innovations

Preferred Qualifications

Proven mix of strong intellectual curiosity with high level of pragmatism and engagement with the technical community. Publications or presentations in recognized journals/conferences is a plus

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits