Staff Platform Manager, Conversational Products
Airbnb · United States
About this role
**Airbnb — Staff Platform Manager, Conversational Products** ## The Community You Will Join Airbnb is a vision and mission driven company. Platform PMs imagine the ideal end state for our community first, work backwards from it, and deliver it in a scalable way. The AI Assistant team owns the agentic AI system that powers Airbnb’s support experience for millions of guests and hosts—one of the highest-visibility applied-AI efforts at the company, at the intersection of large language models, platform thinking, and a two-sided marketplace. ## The Difference You Will Make You will own the platform that determines how our AI Assistant reasons, retrieves, and responds—covering: - How requests are interpreted and routed - The knowledge and capabilities the assistant draws on - The actions the assistant can take to resolve issues - The evaluation systems that keep it safe and accurate at scale You’ll define what a good user outcome looks like and the criteria we measure it against, working with partners who own underlying knowledge and engineering implementation. This role is hands-on: Product both directs technical work and does it themselves. Support is high-stakes—people reach out when something has gone wrong, often involving another party. You’ll be responsible for making those moments accurate, safe, and genuinely helpful, increasing how often the assistant fully and correctly resolves requests on its own while expanding coverage across more problem types and user touchpoints. ## A Typical Day - Set product direction for how the assistant reasons and responds; build a multi-quarter vision and align with senior leaders and cross-functional partners - Work fluently with production data; explore directly, use modern AI tools/coding agents to move fast, validate results, and investigate when something looks wrong - Build new capabilities end to end—from identifying the need to hands-on implementation and calibration with human input - Define what “correct, complete resolution” means for each user problem type and align engineering, policy, and knowledge partners - Define success in measurable terms (resolution rate, answer accuracy/safety, and launch bar) - Own launch readiness for major model and platform changes, balancing learning speed with safety/risk work - Diagnose why a complex AI system is failing and determine where the fix belongs - Own the evaluation strategy: LLM-based evaluators (LLM-as-judge), offline + live-traffic evaluation, calibration/certification, and tooling that enables safe improvement by non-engineers - Bring teams with different perspectives to a shared answer; establish partner agreements early; drive a single source of truth across the product - Present regularly to leadership with decisions, tradeoffs, and asks—tailoring the narrative to the audience ## Your Expertise - 9+ years building technology products, with at least 5 in product management or a closely related technical role (engineering, data science, or applied research) where you owned product direction - Experience shipping generative AI/ML products to production—ideally including retrieval-augmented generation, agentic/function-calling architectures, and evaluation systems - Hands-on technical depth: you can read/debug prompts, understand ML/engineering constraints, and author artifacts that shape production behavior - Data fluency: work directly with production data, validate analyses end to end, and recognize when results look wrong - Depth i
Listing freshness
CronJobs last confirmed this listing 4h ago. If its source stops confirming the opening for seven days, this page is removed from active inventory.