Airbnb is hiring a
Platform Lead

Summary

Join Airbnb's Digital Platform team as the Platform Lead Product Manager for Human-in-the-Loop (HITL) initiatives. Develop and implement a comprehensive feedback framework to enhance AI quality, support AI-automation and AI-augmentation within Community Support, and improve customer service experiences.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

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