Engineering Manager, Community Support Engineering

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Important to read before submit application: This role must be physically based in China.   The Community You Will Join: Community Support (CS) has increasingly become a key driver of enabling Airbnb's core business. Community Support Engineering is responsible for the world-class technology, architecture, and solutions that power CS at Airbnb. The products and capabilities we build empower our guests and hosts, CS agents, and operations teams around the world. As a member of CSP in China, you will have a great opportunity to make lasting impacts on the Airbnb CS user experience.   The Difference You Will Make: We are seeking a highly skilled and motivated engineer who is passionate about making a difference through their work. As a Staff Software Engineer, you will be the technical lead in a team of talented and diverse software engineers leading the project execution to improve Airbnb customers and agents experience. You will lead the team and work with global technical leaders to build and evolute CS engineering foundations, such as Routing, Data platform, Case management, foundational toolings etc   A Typical Day:  * Collaborating with cross-functional partners to deeply understand business problems before developing project solutions. * Leading the execution of projects across the full software development lifecycle, including technical design, implementation, testing, and deployment, ensuring solutions are high-quality, scalable, and performant;  * Driving productive and constructive technical discussions with peers and cross-team technical leaders in the global collaborative working environment, to ensure alignments with technical strategies across CS products and capabilities. * Tackling highly complex technical challenges, proactively identifying and mitigating potential risks during project execution. * Writing exemplary and high-quality codes and design documents that set the standard for the team. * Advocating for and embedding engineering best practices within the team, ensuring a culture of technical excellence. * Actively coaching and mentoring engineers across the CSP China team to foster growth and elevate technical capabilities. * Supporting team growth by participating in recruiting efforts and conducting interviews. * Promoting and exemplifying an engineering culture with inclusiveness, effective communication, and quality.  * Being a collaborative and supportive teammate who inspires and elevates the entire engineering organization.   Your Expertise: * 9+ years of software development experience. * Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python); experience with modern front-end frameworks (e.g., React, Angular, Vue.js) are preferred but not a must. * Proven track record of delivering end-to-end products in a collaborative environment globally. * Experience with architectural patterns of large-scale web applications, including well-designed APIs, high-volume data pipelines, and efficient algorithms. * Demonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners. * Passion for creating intuitive user experiences and a keen interest in data systems and analytics. * Bachelor's degree in Computer Science or related field, or equivalent practical experience. * Fluent in both English and Chinese.   Your Location: This position is China - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies.   Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Your Location: This position is CHINA BASED. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies.   The Community You Will Join: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb.  The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search,  LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb.  The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us.   The Difference You Will Make: We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guest and and Host on Airbnb.  You will build and leverage cutting edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use and proactive customer service experience.  Many of the initiatives you’ll tackle are in their early conceptual stages. You will have the opportunity to shape these ideas from inception to production, turning visionary concepts into impactful realities.   A Typical Day:  * Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems * Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products * Learn and share the latest AI/ML technologies with the team across regions( China and the US).    Your Expertise: * PhD/Master’s degree, preferably in CS, or equivalent experience * 2-4 years of ML engineering experience, with ownership responsibility over large-scale software systems.  * Background in the design and development of AI and ML systems and services, and a deep passion for building efficient and scalable ML-powered products * Experience with LLM driven chatbot and Agentic AI products would be a big plus * Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations * Fluency in both English and Mandarin is essential.   Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.