Manager, Machine Learning, Customer Support Engineering

Airbnb

Confirmed live 10 days ago Trusted

Quick summary

Work type: On-site
Location: China
Posted: 101 days ago
Freshness: Confirmed live 10 days ago

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Salary context

How this pay compares to similar roles

Similar $227k

$174k most similar roles pay here $289k

This listing doesn't post a salary. Most similar roles pay $197,981–$257,000.

Based on 240 similar postings.

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About Airbnb

Founded in 2008 and formerly known as AirBed & Breakfast, Inc., Airbnb is a global marketplace connecting travelers with hosts who offer unique accommodations, ranging from private rooms to entire homes. It operates a massive digital platform for booking stays, experiences, and travel services worldwide.

Airbnb currently has 65 open roles on FindRole.

Listed pay typically runs $200,000–$240,000 across 51 roles with salary data.

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At a glance

TL;DR · Manager, Machine Learning, Customer Support Engineering

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As Manager, Machine Learning, Customer Support Engineering, you will lead a team of machine learning engineers within the Community Support Product Engineering team. You will be responsible for hiring, mentoring, and guiding your team while driving outcomes to improve the end-to-end experience for guests, hosts, and support ambassadors. Your daily work involves researching, designing, and optimizing AI models and services that scale products by combining advanced ML and LLM capabilities with human expertise. You will collaborate with platform, backend, and frontend engineers to build robust systems while conducting architecture reviews to maintain technical standards. The role requires deep knowledge of machine learning algorithms, extensive experience in building large-scale models, and proficiency in LLMs. Candidates must possess a Master's or PhD in a technical field and have over nine years of experience in shipping AI products.

Skills

Machine Learning LLM ML Models Algorithms Statistics Mathematics Computer Science

What you'll do

Lead a team of machine learning engineers to research, design, and optimize AI models for community support.
Manage the development of LLM and non-LLM capabilities to improve guest and host experiences.
Hire, mentor, and guide engineers to foster their technical growth and professional development.
Collaborate with platform, backend, and frontend engineers to build robust ML systems and products.
Conduct design and architecture reviews to maintain high standards of technical excellence.
Communicate complex technical concepts and decisions clearly to stakeholders across various functions.
Drive project prioritization and alignment with internal and external teams.
Proactively lead initiatives that focus on delivering measurable outcomes for the community support experience.

What we're looking for

Must have a PhD or Master's degree in Computer Science, Mathematics, Statistics, or a related technical field.
Requires 9+ years of experience building and shipping AI models and products.
Requires 2+ years of experience specifically working with LLMs.
Requires 2+ years of experience managing machine learning teams that deliver large impact.
Must possess deep knowledge of ML and AI methodologies, including both LLM and non-LLM technologies for user-facing products.
Must demonstrate expert knowledge of machine learning algorithms and techniques.
Must have strong leadership skills to hire, mentor, and guide a team of machine learning engineers.
Must possess exceptional verbal and written communication skills to collaborate with stakeholders across all organizational levels.

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