Data Scientist - Algorithms, Community Support

Remote - USA

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.

Airbnb is a mission-driven company dedicated to creating a world where anyone can belong anywhere. Our Community Support (CS) team is at the heart of that mission—delivering seamless, 10-star customer service experiences complemented by world-class, personalized human support that empowers hosts and guests at every step of their journey.

We're looking for a talented Data Scientist with LLM/ML expertise to join the Community Support Data Science team. In this role, you'll partner closely with the tech lead to tackle significant components of high-impact projects with a direct opportunity to shape and influence our AI-powered products, differentiated service experiences, and operational optimization strategies.

• Implement advanced techniques to automate the LLM evaluation process with high efficiency and quality.
• Scale the high-quality synthetic datasets curation across various CS domains for training and evaluating LLM.
• Build LLM/ML models to understand customer issues based on diverse datasets and identify failure modes and opportunities for improvement.
• Build personalization models to offer differentiated experiences and maximize business impact.

• Discover Opportunities:
  Identify high-impact business opportunities through data exploration and model prototyping, and translate business problems into scientific formulations.
• Uncover Insights:
  Analyze structured and unstructured data to uncover meaningful insights and craft actionable proposals that help shape strategy.
• Build and Ship:
  Build and deploy production LLM/ML models that directly contribute to the launch of data-driven products, leveraging AI tools to enhance efficiency and impact.
• Collaborate Cross-Functionally:
  Build strong relationships with cross-functional partners across Product, Design, Engineering, Operations, and Analytics to drive collaboration and innovation.
• Influence Decisions:
  Communicate learnings to leaders and stakeholders in a clear, compelling manner that drives informed, data-driven decision-making.
• Empowerment:
  Think strategically about how to scale and evolve data science capabilities within your domain, contributing to the long-term vision for how science drives platform outcomes.

2+ years of relevant industry experience (e.g. data/ML scientist, tech lead, junior faculty) and a Master’s degree or PhD in relevant fields. State-of-the-art knowledge of AI/ML models. Strong fluency in Python/R and SQL, observation causal inference skill is a plus. Proven ability to communicate clearly and effectively to audiences of varying technical levels. Ability to translate complex findings and results into compelling narratives that drive impact.

Excellent project management, communication, and collaboration skills. A product-oriented mindset, with the ability to apply conceptual and innovative thinking to develop and implement solutions that consider the user experience.

This position is US
- Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.  for the up-to-date list of excluded states. This list is continuously evolving, so…