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!
Responsibilities
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
Qualifications
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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