Sr. Technical Product Manager, Support Products - Machine Learning and Data Platform


San Francisco, CA, US / Seattle, WA, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 02/17/2021
  • Website:
  • Company Address: 888 Brannan Street, San Francisco, CA, 94103

About Airbnb

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions.

Job Description

About Support Products

Success is about delivering great customer service for our users - both self help and human support - throughout their Airbnb journey. We believe that service will be a major differentiator and driver of Airbnb’s global success and growth. We’re building a technology platform that supports Airbnb as it scales, delivers an exceptional level of customer service and improves efficiency and the customer service agent experience.  

About the Role

The Airbnb Support Products Sr. Technical Product Manager, Machine Learning and Data Platform will be responsible for leading the Community Support Products Machine Learning and Data Platform products at Airbnb. Community Support (CS) is a global business unit that supports our millions of guests and hosts who take trips and join experiences around the world every year. 

Great products and experiences are built on robust data, and many stakeholders, from the developers of a service, to their managers, compliance teams, and executives need to know how to leverage this rich data to drive impact effectively and efficiently. A successful candidate will work collaboratively with two critical platform teams - the CS Data Platform Team and CS Core Machine Learning Team to drive exceptional experiences for the Airbnb Community.  

The CS Data Platform Team manages the flow and insights of our intelligent data within Airbnb’s Community Support business, securing it, and ensuring the appropriate users can access it and leverage it effectively. This team is also the pipeline to the reporting systems trusted by customers, executives and stakeholders. We are successful when we make this data easy to consume and use for product teams and for engineers. 

The Core Machine Learning Team is a world-class team of AI and ML data engineers who leverage complex algorithmic models to drive intelligence in every interaction along our Community’s journey. The exciting road ahead is built on an intelligent support platform that leverages our unique data in ways that drive exceptional experiences. 

This successful candidate will also work collaboratively with business stakeholders and operation teams, to drive end to end product and technical solutions to meet the needs of the Community Support operations and ongoing business needs. 

If you are the type of person that feels a personal stake in everything that you work on, have a strong sense of ownership, a love for data, enjoy working with complex technologies know how to foster strong relationships and build trust, and work for the success for the entire team - then we look forward to meeting you!


Deeply understand the need for data and machine learning and how it can be applied intelligently for CS within Airbnb

Drive product and technical requirements, strategy and end results for data collection, processing, publishing, pipelining, and ML models within Airbnb

Keep up with cutting edge technologies, (especially open source projects) and new technological and machine learning innovation that can potentially be applied to Airbnb CS use-cases

Define and drive technical product scope and prioritization and be flexible to iterate/change per latest developments to meet agreed upon deadlines and business needs

Maintain product backlog, drive product roadmap and own prioritization process of CS data product solutions based on business value and customer impact

Demonstrate ability to translate business requirements and work with various levels of business stakeholders to create innovative scalable solutions

Define the success metrics and SLAs by partnering with other cross functional leaders in Support Products while keeping it up to date and relevant

Evaluate new product opportunities (both buy and build solutions) and bring forward proposals and influence to expand product and business capabilities with data and intelligent automation at the forefront 

Leverage and instrument data-driven experimentation and measurement frameworks to track and report product success or lack of thereof

Work closely with all business, ops, and product stakeholders to ensure successful end-to-end delivery of data and ML products

Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded  

Create data strategies and programs for the long-term success of business teams and ensure engineering teams are positioned to deliver results

Present overall product roadmap status to the business and Support Products leadership on an ongoing basis

Closely coordinate cross-functional global operations, Support Products, and IT teams to ensure close alignment, clear dependencies, and streamlined execution.

Develop key interdependent roadmap sequencing and plans in support of Support Product leadership


10+ years experience in Product, Technical Program or Project Management, or similar role leading a cross-functional technical team

BA/BS degree is required. Concentration in Computer Science or a related technical discipline is preferred

3+ years of technical product management

Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus in cross-functional teams

Demonstrated interpersonal skills to interface well with ops and business partners at all levels

Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders

Strong customer engagement and relationship management skills

More than comfortable in an ambiguous matrixed organization

Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution

Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts

High tolerance for ambiguity and ability to perform under pressure to meet deadlines

Experience developing roadmaps and long-term data-driven strategies for improving operations, data platform efficiencies - all without sacrificing quality

Deep understanding of software development for machine-learned products and services

Self-sufficient in analyzing and drawing conclusions about the quality and product opportunity from raw and refined product data

Self-motivated and proactive, with demonstrated creative and critical thinking capabilities

Innate capability to, directly and indirectly, lead teams through success

Strong technical project/product management experience in large scale systems, Linux/server operating systems, databases, cloud computing, big data, networking, and bonus points for past programming experience.

Prior PM or engineering experience in speech recognition, natural language understanding, search, data pipelines, and/or A/B testing a big plus

The ideal candidate will have a strong technical background in one or more of the following areas:

Data architecture

Hadoop, Spark, Kafka, large scale real time and batch processing

Machine learning, artificial intelligence, feature engineering, model lifecycle management and deployment

Query building, Presto, HIVE, SQL, metadata, data wrangling,

Data warehouse, data stores, aggregations, data architecture, data integrations

Data quality, SLAs, customer engagement

Containerization - Kubernetes, agile, workflow, resource management

Scalable API infrastructure and general APIs

Data assets, data governance, storage and sharing

User experiences, user access, security, query builder, interface and information architecture

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.