Jobs at Airbnb

Develop and lead backend engineering for Airbnb’s intelligent support routing infrastructure. Responsibilities include designing scalable decision engines and workflow orchestration, consolidating routing logic, improving AI/LLM-driven workflows, participating in the full software development lifecycle, supporting reliability and incident response, collaborating cross-functionally, and mentoring junior engineers.

Owns IT self-service features and delivery workstreams, translating business needs into functional and technical requirements, solution designs, testing plans, and implementation strategies. Partners with Product, Engineering, Knowledge, and IT Support teams to deliver AI-enabled and conversational support experiences. Evaluates system dependencies, APIs, data flows, security, privacy, knowledge quality, and operational performance while monitoring success metrics and driving continuous improvement.

Provides high-touch, end-to-end IT support for Airbnb executives and Executive Business Partners. Troubleshoots endpoints, mobile devices, identity, connectivity, collaboration tools, AV, and workplace technology; coordinates complex issues across technical teams; prepares technology for leadership meetings, travel, and events; leads improvements, standards, documentation, mentoring, and executive support strategy. Requires after-hours coverage and occasional onsite, travel, event, or residential support.

Own the vision, strategy, roadmap, and lifecycle of Airbnb’s Community Support products. Translate user feedback into features, prioritize initiatives, align design and engineering partners, and lead launches. Develop customer-facing messaging and narratives while ensuring a consistent product voice. Use data and business analysis to guide decisions, build differentiated global consumer experiences, and drive execution across cross-functional teams.

Lead cross-functional product programs from strategy through delivery for bi-annual roadmap releases. Partner with design, engineering, product marketing, supply, operations and executives to manage dependencies, mitigate risks, and drive issues to resolution. Build bespoke program plans, communicate clearly at multiple levels, and improve program quality and velocity at global scale.

Lead cross-functional roadmap planning and program delivery for global software products. Develop bespoke program plans, manage dependencies and risks, drive execution with engineering, design, marketing, and operations, and provide executive visibility to ensure high-quality, on-schedule bi-annual releases.

Lead design and delivery of large-scale ML and AI systems for Airbnb Community Support products. Develop and productionize LLM-based solutions (fine-tuning, RAG/search, evaluation automation, feedback learning, guardrails), collaborate cross-functionally with product and design, and shape early-stage AI initiatives through to production to improve customer support experiences.

Lead Airbnb's global social measurement practice: define frameworks, KPIs, tooling, and test-and-learn programs. Analyze cross-platform performance, apply AI to accelerate insights, manage measurement vendors, and translate data into strategic narratives and actionable recommendations for creative, marketing, and leadership.

Lead global launch and scaling of new travel-adjacent service categories by developing end-to-end program plans, coordinating cross-functional teams, performing SQL-based analytics and financial modeling, defining KPIs, sourcing supply strategies, and building operational processes to enable rapid, scalable growth.

Develop long- and short-term Airbnb brand strategy, positioning, campaign briefs, and strategic narratives. Translate consumer research, cultural signals, and business priorities into clear insights and creative direction. Partner with marketing, media, product, and creative teams on campaigns, launches, and cultural moments; evaluate creative work and influence senior leaders through compelling presentations and writing.

Perform global compensation accounting, including payroll, equity, and benefits reconciliation; month- and quarter-end close; journal entries; balance sheet and income statement analysis; reporting; and SOX-compliant GAAP reporting. Partner with Payroll, Equity Administration, Benefits, Finance, Legal, and Talent teams. Support special projects, process transitions, ad hoc reporting, and automation using AI and technology.

Manage Airbnb’s supplier onboarding and risk management programs, including tools, processes, compliance monitoring, and supplier experience improvements. Lead procurement technology implementations and transformational initiatives, collaborate cross-functionally with Finance, Security, Sourcing, and operations teams, and provide expertise in source-to-pay, regulatory assessment, automation, AI, and procurement transformation. Measure operational health, communicate risks and progress, and recommend process enhancements aligned with business needs.

Build and operate Airbnb’s large-scale NewSQL storage platform on stateful Kubernetes. Responsibilities include database kernel performance, storage and query internals, replication, CDC, failover, migration tooling, observability, permissions, and service discovery. Engineers investigate production incidents, improve reliability and latency, contribute to open-source database systems, and collaborate across storage, SRE, ORM, and interface teams.

Lead development of cutting-edge LLM and Agentic AI systems for Airbnb customer support, from research and prototyping to production deployment. Collaborate with product, design, and engineering to build scalable ML infrastructure, improve model performance, and implement evaluation, fine-tuning, and guardrails for chat and voice assistants.

Own Airbnb’s internal platform strategy and roadmap for Supply operations tooling, including case and workforce management systems. Translate operational workflows into scalable, measurable products; design AI and human-in-the-loop processes; define requirements; write product briefs; and drive delivery, adoption, and outcomes across engineering, product marketing, operations, and senior leadership. Manage capacity planning, queue distribution, forecasting, SLAs, performance measurement, and build-versus-buy decisions.

The HR Generalist partners with business leaders, managers, employees, Talent teams, and HR centers of expertise to deliver employee experience programs and resolve people matters. Responsibilities include employee relations, manager coaching, talent and compensation cycles, investigations, workforce insights, KPI tracking, HR data maintenance in Workday, employment compliance, and organizational planning. The role supports global teams, promotes diversity and belonging, and provides strategic and operational HR guidance across the employee journey.

Analyze frontline operations performance across specialists, queues, vendors, and sites. Identify root causes behind SLA, AHT, accuracy, and utilization changes; quantify impacts; monitor emerging issues; and provide actionable recommendations to operations leadership. Define requirements for specialist metrics and dashboards, collaborate with analytics and support teams, explain findings in business reviews, and use AI analytics tools to accelerate investigations.

As a Staff Software Engineer in Infrastructure, you will lead a team in building high-performance, distributed systems, guide project direction, mentor engineers, and improve data ingestion architecture.

Provides hands-on technical leadership for foundational data engineering and analytics engineering. Owns multi-year data architecture, production pipelines, dimensional models, and trusted metrics spanning cloud costs, traffic, infrastructure, and AI usage. Designs new datasets integrating cost, utilization, performance, and reliability signals; establishes standards, coaches engineers, aligns stakeholders, and drives adoption across Infrastructure, Finance, Data Science, and Product Engineering.

Manage full-cycle recruiting for sales, business development, partnerships, and corporate functions. Build diverse candidate pipelines, partner with hiring managers on strategy, guide interview and selection processes, deliver high-touch candidate experiences, track recruiting data, and close exceptional talent in a high-volume environment.