Manager, Machine Learning, Community Support Products

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p><strong>The Community You Will Join:</strong></p> <p> </p> <p>Community Support (CS) has increasingly become a key driver of enabling Airbnb's core business. The Community Support Engineering team is responsible for the world-class technology, architecture, and solutions that power CS at Airbnb. The products and capabilities we build empower our guests and hosts, CS agents, and operations teams around the world. </p> <p> </p> <p>As part of the CS Product vision, we are leveraging AI to transform how we deliver customer service - combining advanced ML/LLM capabilities with the expertise of our Support Ambassadors to create a seamless, high-quality support experience. </p> <p> </p> <p><strong>The Difference You Will Make:</strong></p> <p> </p> <p>As an ML Manager within Community Support Product Engineering in China, you will lead a team of machine learning engineers to research, design, and optimize AI models and services that scale AI-powered products and measurably improve the end-to-end Community Support experience for guests, hosts, and support ambassadors.</p> <p> </p> <p><strong>What You’ll Do: </strong></p> <p><em>Hire, mentor and guide a dynamic team of highly skilled machine learning engineers, fostering their technical growth and professional development.</em><em>Proactively take initiatives to drive for outcomes over the scope of the team.</em><em>Build relationships and drive alignment with stakeholders within Community Support and across external teams.</em><em>Communicate difficult or complex concepts and decisions clearly and effectively with multiple stakeholders across various functions.</em><em>Provides critical guidance and input in prioritization over multiple major projects.</em></p> <ul> <li>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.</li> <li>Uphold Technical Standards: Conduct thorough design and architecture reviews to continually elevate our standards of technical excellence.</li> </ul> <p><br><br></p> <p><strong>Your Expertise:</strong></p> <ul> <li>Expertise in ML AI: Deep knowledge of various machine learning and AI methodologies, including LLMs and non-LLMs, tailored for user-facing products.</li> <li>Leadership in ML Development: Proven experience in leading teams that develop large-scale ML models and systems to improve online user experiences.</li> <li>Management and Mentorship: Strong leadership skills with a track record of nurturing an innovative and collaborative team environment.</li> <li>Communication Excellence: Exceptional verbal and written communication abilities, with a keen eye for detail.</li> <li>Collaborative Spirit: Demonstrated capability to work effectively with stakeholders at all organizational levels, both internally and externally.</li> <li>Problem Solving: Skilled in navigating and resolving ambiguous challenges through proactive and strategic approaches.</li> <li>Educational Background: PhD, or Master's degree in Computer Science, Mathematics, Statistics, or related technical field.</li> <li>Industry Experience: 9+ years of experience in building and shipping AI models and products, including 2+ years of experience with LLMs. </li> <li>Leadership Experience: <strong>2+ years managing machine learning teams that deliver large impact.</strong></li> <li>Technical Proficiency: Expert knowledge of machine learning algorithms and tech ... (truncated, view full listing at source)