Airbnb Staff Data Scientist Support Products 

United States 

710595628

The Difference You Will Make:

For this role, we’re seeking an NLP expert to join the Customer Support Data Science team, and have a direct opportunity to contribute, influence, and lead in the CS x AI space by designing scalable scientific solutions for problems like:

• Detect intents across various entry points with large scale unstructured data using NLP methods
• Generate most helpful self-solve contents in line with Airbnb policy leveraging generative AI to automate low-complexity issues
• Route high-complexity issues to agents with personalized strategy, incorporating user history and agent performance
• Summarize customer journey and conversations with foundational or fine tuned large language models (LLM) to assist CS agents
• Collect evidence from images and receipts to gauge monetary value of the request leveraging computer vision

A Typical Day:

• Identify high impact business opportunities through data exploration and model prototype, translate business problem into scientific formulations
• Work collaboratively with cross functional partners including software engineers, product managers, operations and research, to refine requirements for machine learning models, drive scientific decisions, and quantify impact
• Hands-on develop, productionize, and operate machine learning models and pipelines at scale, including both batch and real-time use cases, structured and unstructured data
• Build reusable, high-performing, scalable machine learning models with internal paved path tooling, incorporating third-party information and state-of-the-art innovations
• Regularly present work internally at monthly meetings to technical, engineering and product stakeholders to iterate and generate excitement on roadmap progress
• Publish externally and engage with the scientific community to advance Airbnb’s standing

Your Expertise:

• 9+ years of relevant industry experience (e.g. ML scientist, tech lead, junior faculty) and a Master’s degree or PhD in relevant fields
• Strong fluency in Python and SQL, experience with Tensorflow, PyTorch, Airflow and data warehouse
• Deep understanding of Machine Learning lifecycle best practices (eg. training/serving, feature engineering, feature/model selection, labeling, A/B test), algorithms (eg. gradient boosted trees, neural networks/deep learning, optimization) and domains (eg. natural language processing, computer vision, personalization and recommendation, anomaly detection)
• Proficiency with LLMs and/or related AI, NLP, CV, UGC/content understanding topics including deep learning, information retrieval, or knowledge extraction. For example, BERT, GPT-2/3/4, LLaMA, Mistral
• Comfort to collaborate with software engineers to understand complex systems and abstracted logs
• Proven ability to communicate clearly and effectively to audiences of varying technical levels
• Proven mix of strong intellectual curiosity with high level of pragmatism and engagement with the technical community. Publications or presentations in recognized journals/conferences is a plus
• Ability to take a product-oriented mindset in using conceptual and innovative thinking to develop and apply solutions taking into consideration the user experience