Staff Platform Manager, Conversational Products

About the role

Airbnb's AI Assistant team owns the agentic AI system that powers Airbnb's support experience for millions of guests and hosts. This is one of the highest-visibility applied-AI efforts at the company, sitting at the intersection of large language models, platform thinking, and a genuinely two-sided marketplace.

You will own the platform that determines how our AI Assistant reasons, retrieves, and responds: the layer that interprets each request and routes it, the knowledge and capabilities the assistant draws on, the actions it can take to actually resolve an issue, and the evaluation systems that keep it safe and accurate at scale. You will define what a good outcome looks like for the user and the criteria we measure it against, working through partners who own the underlying knowledge and engineering implementation. This role involves both directing technical work and hands-on execution—diagnosing architectural problems, authoring artifacts that become production behavior, and driving engineering and data science decisions alongside key partners.

Support is high-stakes: people reach out when something has gone wrong, often with another party involved. You will be responsible for making those moments accurate, safe, and genuinely helpful, increasing how often the assistant fully and correctly resolves a request on its own while expanding coverage across more problem types and user touch points.

Responsibilities

• Set the product direction for how the assistant reasons and responds, and paint a multi-quarter vision with the customer at the center; align that vision with senior leaders and cross-functional partners.
• Work fluently with production data: explore directly, use modern AI tools and coding agents to validate analyses, and dig in yourself to identify anomalies.
• Build new capabilities end-to-end, from identifying the need through hands-on work to implement and calibrate behavior with human input.
• Define what a correct, complete resolution looks like for each kind of user problem, and align engineering, policy, and knowledge partners around that definition.
• Establish measurable success criteria: how often issues get fully resolved, accuracy and safety of answers, and the bar a change must clear to launch.
• Own launch readiness for major model and platform changes, balancing speed to learn against safety and risk requirements.
• Diagnose why a complex AI system is failing and determine where the fix belongs.
• Own the evaluation strategy, including LLM-based evaluators (LLM-as-judge), offline and live-traffic evaluation, calibration, certification, and tooling for non-engineers to safely improve the assistant.
• Bring teams with different perspectives to a shared answer, set agreements early, and push for a single source of truth across the product.
• Present to leadership regularly, leading with decisions, tradeoffs, and asks, and tailoring the narrative to the audience.

Requirements

• 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.
• Direct experience shipping generative AI or ML products to production, ideally including retrieval-augmented generation, agentic or function-calling architectures, and evaluation systems.
• Hands-on technical depth: read and debug prompts, understand ML and 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, whether or not you write the query by hand.
• Depth in LLM evaluation: designed, calibrated, or certified automated model-based evaluations, and can break down vague quality signals into diagnostic, measurable components.
• A strong sense for great user experience, including how latency, tone, and trust shape AI interactions.
• Comfort owning an ambiguous, cross-cutting mandate that spans multiple teams' focus areas, with the influence to drive alignment.
• A track record of scaling impact through others: setting clear bars, assigning ownership, and holding teams accountable.
• Strong executive communication: lead with decisions and asks, and adjust narratives for the audience.
• Radical thinking paired with strong execution: envision systems meaningfully better than today and articulate the path to get there.

Location

This position is US - Remote Eligible. You must live in a state where Airbnb, Inc. has a registered entity. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.

Pay

Pay Range: $200,000—$240,000 USD. The actual base pay depends on factors such as training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.