Manager, Machine Learning, Community Support Products

📋 Description

• • As a Manager, Machine Learning for Community Support Products at Airbnb, you will be at the forefront of transforming customer service through advanced AI and Machine Learning technologies. This pivotal role, based in China, involves leading a high-performing team of machine learning engineers dedicated to researching, designing, and optimizing AI models and services. Your primary objective will be to scale AI-powered products that measurably enhance the end-to-end Community Support experience for our global community of guests, hosts, and dedicated support ambassadors.
• • You will be instrumental in shaping the future of Airbnb's Community Support, a critical function that enables the core business by providing world-class technology, architecture, and solutions. The products and capabilities developed by your team will empower our users and internal operations teams, ensuring a seamless and high-quality support journey.
• • A key focus of this role is the strategic leverage of AI, including cutting-edge ML and Large Language Models (LLMs), to revolutionize how customer service is delivered. You will combine these advanced capabilities with the invaluable expertise of our Support Ambassadors to create an unparalleled support experience.
• • Your responsibilities will encompass hiring, mentoring, and guiding a dynamic team of skilled machine learning engineers. You will foster their technical growth and professional development, cultivating an environment of innovation and continuous learning. You will proactively drive for impactful outcomes, taking initiative beyond the defined scope of the team.
• • Building strong relationships and driving alignment with stakeholders within the Community Support organization and across external teams will be crucial. You will be expected to communicate complex technical concepts and decisions clearly and effectively to a diverse audience across various functions, ensuring buy-in and collaborative progress.
• • You will provide critical guidance and input in prioritizing multiple major projects, ensuring that the team's efforts are aligned with strategic business objectives and deliver maximum impact.
• • You will foster rapid development cycles without compromising quality, working closely with platform, backend, and frontend engineers to engineer robust ML models and systems that significantly enhance community support initiatives.
• • Upholding high technical standards is paramount. You will conduct thorough design and architecture reviews, continuously elevating the team's standards of technical excellence and ensuring the scalability, reliability, and efficiency of our ML solutions.
• • This role requires a deep understanding of various machine learning and AI methodologies, including LLMs and non-LLMs, specifically tailored for user-facing products. You will leverage this expertise to guide the team in developing innovative solutions.
• • You will lead teams in developing large-scale ML models and systems designed to improve online user experiences, translating complex data into actionable insights and user-centric features.
• • Your leadership will be characterized by nurturing an innovative and collaborative team environment, encouraging open communication, knowledge sharing, and a shared commitment to excellence.
• • Exceptional verbal and written communication abilities, coupled with a keen eye for detail, will be essential for effectively conveying technical information and strategic direction.
• • You will demonstrate a strong collaborative spirit, working effectively with stakeholders at all organizational levels, both internally and externally, to achieve shared goals.
• • You will be adept at navigating and resolving ambiguous challenges through proactive, strategic, and data-driven approaches, ensuring that the team remains focused and effective even in uncertain environments.
• • The role demands a continuous learning mindset, with the ability to quickly absorb new concepts and integrate them effectively into business processes and product development.
• • You will contribute to Airbnb's commitment to inclusion and belonging, working with the broadest talent pool possible and fostering an environment where diverse ideas lead to innovation and engagement.