AI Implementation Technical Program Manager (contract)

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:Our community is based on connection and belonging. Our creativity allows us to imagine new possibilities for people. Our responsibility is to all of our stakeholders. It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company. CS Platform & Experience is responsible for defining the ideal support journey for guests and hosts and developing the customer-facing and internal Community Support products and platforms that deliver world-class support. We partner across Airbnb to integrate support into every product and service, and we are executing on an ambitious AI-native roadmap toward 10-star customer service.A foundational piece of that roadmap is the AI Skills Repository — a governed library of AI-powered skills built on Claude that automate, accelerate, and standardize workflows across the team. This role owns that repository end to end.The RoleWe are looking for an AI Implementation Technical Program Manager to build and steward the CS AI Tools Repository. This is a new, high-impact role at the intersection of AI product operations, knowledge management, and quality assurance. You will partner with product managers, engineers, operations leads, and frontline teams to turn institutional knowledge into reusable, verified, production-grade AI tools and keep them accurate, current, and effective as our products and processes evolve.You will own the full skills lifecycle: creation, verification, maintenance, and quality management. You will present creative ideas and prototypes of new skills to target audiences for feedback and implementation. You will define the standards and governance model for the repository, run evaluation frameworks to ensure AI tool quality, and serve as the authoritative voice on what "good" looks like for AI-assisted workflows in Community Support.A Typical Day:Partner with product managers, operations leads, and subject-matter experts across CS to identify high-value workflows suitable for AI tool development.Coordinate and conduct the development, testing, and implementation of AI skills + tools for internal teams ensuring a high standard of output from each tool.Define and steward the AI tools submission lifecycle including standardized templates, acceptance criteria, and governance across the end-to-end workflowDesign and operate a structured AI tool evaluation framework by defining test cases and pass/fail standards before any tool enters the repository.Own the ongoing health of the repository: monitor for use cases that become stale, inaccurate, or redundant as Airbnb products, CS policies, or operational workflows change.Maintain a version history and changelog for every AI tool, enabling rollback and audit.Establish clear deprecation criteria and processes by retiring tools that no longer deliver value while communicating changes to affected teams.Define and own the CS AI tooling governance model: naming conventions, metadata standards, access controls, review cadences, and ownership assignment.Create and maintain a skills catalogue that makes the repository discoverable and usable for all CS team members including clear documentation of purpose, inputs/outputs, limitations, and known edge cases for every skill.Run regular repository audits, producing health reports that track coverage, quality scores, adoption trends, and outstanding gaps for leadership.Champion responsible AI practices, ensuring skills include appropriate guardrails, escalation paths, and human-in-the-loop checkpoints where required.Collaborate with the Chief of Staff to run team wide training sessions, produce newsletters and other communications ensuring alignment with the broader organization.RequiredWhat We're Looking For7+ years of experience in technical program management with a proven track record of success.Demonstrable experience working with AI tools, including prompt engineering, LLM-based product development, or AI workflow automation, with a strong instinct for where AI adds genuine value vs. where it introduces risk.Exceptional written communication: the ability to translate complex operational workflows into clear, precise, structured documentation that non-technical readers can act on.Experience designing and running quality or evaluation frameworks — you have a track record of defining what "good" looks like and holding work to that standard.Strong program management instincts: you can manage a portfolio of work across multiple stakeholders, balance competing priorities, and deliver reliably.A collaborative, ambitious, low-ego working style. This role requires influence without authority across product, engineering, operations, and analytics teams.Hands-on, working knowledge of software product development life cycle and methodologies. Specific experience with Agile is preferred.PreferredExperience in a customer support, trust, or operations organization at a technology company.Understanding of data quality principles and experience working with analytics or data science teams to instrument impact metrics.Belonging & Accommodations:Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.Pay Rate Range: $125-$140/hrBenefits: Medical, Dental, Vision, 401K