Senior Manager, Machine Learning Engineering - Community Support Engineering
Description For Senior Manager, Machine Learning Engineering - Community Support Engineering
Airbnb, the global platform connecting hosts and guests since 2007, is seeking a Senior Manager of Machine Learning Engineering for their Community Support Platform (CSP). This role is crucial in revolutionizing Airbnb's customer service through AI innovation. The position involves leading a team of applied scientists and ML engineers, developing AI strategies, and implementing cutting-edge solutions for customer support operations.
The role combines technical leadership with strategic vision, requiring expertise in both traditional ML and modern LLM technologies. You'll be responsible for driving the development of AI models that enhance the efficiency and quality of customer support, while maintaining high standards of scalability and reliability.
As a leader in this position, you'll work at the intersection of AI technology and customer service, developing solutions that empower Airbnb's global network of Community Support ambassadors. The role offers the opportunity to make a significant impact on how millions of users interact with Airbnb's support systems.
The ideal candidate brings a blend of technical expertise in ML/AI, proven leadership experience, and a track record of delivering large-scale AI products. With competitive compensation and the flexibility of remote work, this position offers an exciting opportunity to shape the future of customer support through AI innovation at one of the world's leading technology companies.
This role is perfect for someone who is passionate about applying cutting-edge AI technologies to real-world problems, enjoys leading and mentoring teams, and wants to make a meaningful impact on how people experience customer support in the digital age.
Responsibilities For Senior Manager, Machine Learning Engineering - Community Support Engineering
- Lead and mentor a team of applied scientists and machine learning engineers
- Develop and refine ML and AI strategy for community support products
- Drive rapid development cycles while maintaining quality
- Make data-driven decisions and evaluate technical trade-offs
- Conduct design and architecture reviews
- Collaborate with platform, backend, and frontend engineers
Requirements For Senior Manager, Machine Learning Engineering - Community Support Engineering
- PhD or Master's degree in Computer Science, Mathematics, Statistics, or related field
- 10+ years experience in building and shipping AI models and products
- 2+ years experience with LLMs
- 5+ years managing machine learning teams
- Expert knowledge of machine learning algorithms and techniques
- Experience with AI technologies in customer support applications
- Experience with LLM alignment techniques (SFT, RLHF, DPO, etc)
- Background in ML infrastructures and complex system designs
- Exceptional verbal and written communication abilities
- Strong leadership and mentorship skills
Benefits For Senior Manager, Machine Learning Engineering - Community Support Engineering
- Employee Travel Credits
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