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Lead product strategy for AI Personalization, developing AI systems for personalized customer support at Airbnb. Manage the full-stack systems, influence roadmap decisions, and collaborate across teams to optimize performance and user experience.

The Specialist, Premium Support provides customer service in French and English, managing complex cases, enhancing user experiences, and collaborating with stakeholders to ensure high-quality support.

Lead UX writing for Airbnbs International team, crafting localized product copy, establishing workflows and content standards, mentoring writers, partnering with cross-functional teams (design, research, localization, legal, country managers), driving strategy and execution across complex projects, and presenting work to senior stakeholders.

Lead vision and roadmap for Airbnb search, driving AI-powered, conversational, and personalized search experiences. Partner with engineering, applied ML, design, and data science to prototype, ship, and validate features using quantitative analysis and A/B testing. Translate ambiguous user problems into prioritized product requirements and communicate trade-offs to stakeholders while ensuring fair inventory surfacing.

Lead Airbnbs global Host SEM program: define strategy and budget, run experiments across bidding/creatives/landing pages, partner cross-functionally, scale automation/AI, and report performance to senior leadership to drive efficient host acquisition and long-term supply growth.

Lead strategy and execution for Airbnb's Loyalty & Incentives platform, owning roadmap, partner integration, gift card capabilities, multi-currency support, and cross-functional alignment to enable scalable loyalty, membership, and incentive programs globally.

Provide end-to-end, high-touch customer support for Hosts and Guests (including Luxury segment) in English and Portuguese. Manage complex, high-stakes cases autonomously, negotiate resolutions, collaborate cross-functionally, support team improvements, mentor new hires, and be on-call for emergencies outside business hours.

Own the roadmap and execution for discounts and promotions across Airbnb's marketplace. Design promotional mechanics, build programmatic promotion capabilities, partner with design, engineering, data science, and cross-functional teams, set OKRs, and drive adoption. Use research and analytics to optimize pricing, targeting, and marketplace impact to help hosts increase earnings and improve price competitiveness.

Provide end-to-end, high-touch customer support for high-value reservations (including Luxury), owning complex and sensitive cases, negotiating between hosts and guests, working autonomously, collaborating with cross-functional stakeholders, mentoring and supporting team improvements, and delivering personalized, hospitality-level service across channels.

Frontline premium customer support specialist handling complex, high-value reservation issues end-to-end. Owns cases, mediates between hosts and guests, applies Airbnb policies, works cross-functionally (Legal, Policy), provides operational feedback, mentors teammates, and supports emergency on-call coverage and evolving team responsibilities.