[Remote] Staff Product Manager, AI Personalization

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global company that connects hosts and guests, and they are seeking a visionary Staff Product Manager to lead the product strategy and execution for AI Personalization in their customer support ecosystem. This role involves owning the full stack of personalization, enhancing AI understanding of users, and building a platform that delivers tailored support experiences.ResponsibilitiesContribute towards the long-term vision for building 10-star, personalized community support, building a platform where our AI understands each guest and host the way their best human advocate would, and responds accordinglyPartner with data science, ML, and operations to identify new high-signal personalization signals to serve user needsOwn the product roadmap across ML models, signals, schemas, and prompt optimization to ensure the right information reaches the model in the most effective formDrive personalization experiment design and measurement: define KPIs (self-solve rate, personalization coverage, citation accuracy), lead experiment design, and translate results into clear product decisionsCollaborate with ML engineers to shape requirements for accuracy, latency, and scalability improvementsScale personalization infrastructure across Airbnb's AI surfaces, ensuring the platform is extensible enough to serve each modality's unique needsBuild a framework for continuous improvement: define how the team identifies personalization failures, prioritizes fixes, and systematically closes the gap between AI and human agent performanceCollaborate across engineering, ML, design, data science, and policy to build consensus on prioritization, drive cross-functional alignment, and ship with rigor from concept to productionSkills9+ years of industry experience with a BS/Masters OR 6+ years with a PhD, with deep expertise in AI/ML-powered platforms at consumer scaleStrong working knowledge of personalization systems, contextual data retrieval, and LLM architectures - you can engage credibly with ML engineers on topics like RAG, retrieval optimization, and context engineering tradeoffsTrack record of building and shipping foundational platform products that power multiple downstream experiences and surfacesExperience designing and interpreting A/B experiments and online experiment frameworks; ability to own end-to-end metrics strategy for complex AI systemsStrong capacity to synthesize ambiguous signals into clear, prioritized product decisionsProven cross-functional leadership: able to align ML, engineering, data science, design, and operations teams around a shared visionExperience shipping consumer-facing AI products with personalization at the coreSharp product intuition for when AI automation should give way to human judgment, and how to design systems that make that transition seamlessAbility to work at multiple levels of abstraction - from the architecture of a retrieval system to the experience of a guest trying to resolve a cancellation disputeBenefitsBonusEquityBenefitsEmployee Travel CreditsCompany OverviewAirbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com.Company H1B SponsorshipAirbnb has a track record of offering H1B sponsorships, with 27 in 2026, 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.