Airbnb Head of Product on Thriving in the AI Era: Three Essential Principles for Product Leaders

Hanlin Fang

Airbnb, Head of Product

As a strategic and visionary product leader, Hanlin has nearly 20 years of extensive experience in the emerging technology industries specializing business transformation. Hanlin brings diverse ideas and people together, build innovative products in fast-paced, high-growth environments, deliver customer satisfaction and growth business. Hanlin currently is the head of the Digital Experience Products portfolio in AirBnB Community (Hosts and Guests) Support organization to supercharge the community end-to-end digital journey to deliver exceptional services at scale. The product portfolio strategizes a self-solve experience platform, an intelligence platform including an automation engine powered by ML/AI services. In addition, the product suites builds an enterprise-level data platform with the extension of knowledge and feedback. With all these products working seamlessly, we are on a fantastic journey of customer support experience digital transformation. Previously Hanlin Fang is the VP of product at ServiceNow, a global SaaS company that delivers digital workflows with great experience and unlocks productivity. Hanlin leads the Conversational AI Platform and Omnichannel Experience product portfolio. Prior to ServiceNow, Hanlin was the director of AI/ML platform products at Workday, evangelizing the company's digital vision with AI/ML and data strategy, creating the AI/ML product strategy with massive execution to accelerate HCM and Financial application revenue growth. Hanlin holds an MBA with a focus area of entrepreneurship and a master's degree in computer science. She was born and raised in China and currently lives in San Francisco Bay area, where she calls home. In Hanlin's spare time, Hanlin loves outdoor activities, traveling, and house renovations.

About the host

Denise Hemke

CPO

As the Chief Product Officer at NEOGOV, Denise leads the strategy for public sector HR and Public Safety software, driving innovation, customer satisfaction, and excellence. Her experience at Checkr as Chief Product Officer saw her delivering customer-focused products and promoting a fairer future. Denise’s notable career spans over two decades, with significant roles including GM for Analytics at Workday, where she launched new products and grew the business to over $200 million in ARR. Her background includes leadership positions at Platfora, Salesforce, HSBC, and AT&T, showcasing her expertise in enterprise product development and a commitment to technological advancement and customer success.