Staff Platform Manager, Conversational Products

Airbnb is a vision- and mission-driven company operating a global community marketplace. The Staff Platform Manager will own the platform powering its AI Assistant, defining how it reasons, retrieves information, responds, takes action, and is evaluated while driving product direction, technical decisions, launch readiness, safety, and measurable resolution outcomes.

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 the data directly, use modern AI tools and coding agents to move fast, validate an analysis, and dig in yourself to tell when a result doesn't look right
• Build new capabilities end to end, from spotting the need through the hands-on work that makes the behavior real and gets it calibrated with human input
• Decide what a correct, complete resolution looks like for each kind of user problem, and get engineering, policy, and knowledge partners aligned around that definition
• Define what success means in measurable terms: how often issues get fully resolved, how accurate and safe the answers are, and the bar that a change needs to clear in order to launch
• Own launch readiness for major model and platform changes, balancing speed to learn against the safety and risk work that has to happen before anything scales
• Diagnose why a complex AI system is failing, and judge where the fix actually belongs
• Own the evaluation strategy: LLM-based evaluators (LLM-as-judge), offline and live-traffic evaluation, calibration and certification, and the tooling that lets non-engineers safely improve the assistant
• Bring teams with different perspectives to a shared answer, set agreements with partners early, and push for a single source of truth across the product
• Present to leadership regularly, leading with the decision, the tradeoffs, and the ask, and tailoring the narrative to what the audience cares about

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) from which 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. You read and debug prompts, understand ML and engineering constraints, and are comfortable personally authoring the artifacts that shape production behavior
• Data fluency. You can work directly with production data, validate an analysis end to end, and know when a result looks wrong, whether or not you write the query by hand
• Depth in LLM evaluation. You have designed, calibrated, or certified automated model-based evaluations, and can turn a vague quality signal into diagnostic, measurable components
• A strong sense for great user experience, including how latency, tone, and trust shape an AI interaction
• Comfort owning an ambiguous, cross-cutting mandate that spans several teams' focus areas, and the influence to drive alignment accordingly
• A track record of scaling your impact through others: setting a clear bar, assigning owners, and holding them to it
• Strong executive communication: can lead with the decision and the ask, and adjust the narrative to the audience
• Radical thinking paired with strong execution: can envision a system meaningfully better than today and articulate the path to get there
• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from