[Hiring] Policy Manager, Consults and Escalations @Airbnb

Role Description

The Community and Product Policy team creates and evolves principled policies that establish the rules of the road for guests and hosts across Airbnb. We solve complex marketplace and Trust & Safety challenges using data, stakeholder collaboration, and excellent judgement to support our community at scale.

• Work across the business to understand every aspect of a case.
• Provide timely policy analysis and corresponding enforcement recommendations.
• Continuously evaluate and improve policies to handle new issues as they arise.
• Resolve individual user matters and translate insights into policy recommendations.
• Use case handling expertise alongside AI and data tooling to detect patterns across escalation volume.
• Automate detection and reporting while making judgment calls and documenting reasoning.
• Help leaders understand recurring issues and propose solutions for the future.
• Develop global policy improvements impacting millions of Airbnb community members.

Qualifications

• 6+ years experience in an Operations, Policy, Legal, or Trust and Safety role.
• A track record of strong leadership in handling issues and escalations.
• Demonstrated capacity for critical thinking, research, and analysis; strong attention to detail.
• Exceptional writing and presentation abilities to explain and simplify complex information.
• Thoughtful business judgment, strategic thinking, and ability to work well under pressure.
• Experience working in a matrix and driving solutions to complex problems through cross-functional collaboration.
• Fluency in data analysis and demonstrated use of AI tools to create operational leverage.

Requirements

• Experience working closely with operations teams, preferably in the Trust and Safety space.
• Experience building or piloting AI/LLM-assisted workflows in operations, policy, or compliance.
• Familiarity with quality measurement or QA frameworks for frontline teams.

Benefits

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.