Policy Manager, Quality

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to conne...

In Community Policy, our mission is to create and evolve principled policies that establish the rules of the road for guests and hosts across Airbnb. This involves solving some of the most complex Trust & Safety challenges of our time. Our work is informed by rigorous research and stakeholder collaboration, and we d...

As a Policy Manager for Quality, you will partner closely with cross-functional partners to define quality on Airbnb. You will drive the policies that set the bar for hosts and guests on the platform, help design the systems that enforces those standards, and work on how quality expectations are established for Airb...

Lead policy development for host and guest quality, including our Ground Rules and the quality standards that set the bar for stays, 
Draft clear and scalable policy frameworks that keep pace with product innovation
Collaborate with cross-functional stakeholders across the organization, including Product, Supply, Community Support, and Legal
Guide policy operationalization efforts in partnership with cross-functional stakeholders
Support company quality initiatives with appropriate risk mitigation guidance and policy deliverables
Proactively use data, research, and community insights to evaluate existing policies, identify improvement opportunities, and drive revisions before issues escalate

You are a seasoned Community Policy leader who loves solving complex problems and has a track record of strong cross-functional collaboration.
You have deep experience with quality or standards policy in a two-sided marketplace.
You have worked on reviews, ratings, or reputation systems, and understand the consumer protection issues they raise.
You are experienced working with business and product teams to understand their strategic objectives and to deliver policy solutions that enable business goals. 
You are an excellent communicator with exceptional writing skills.
You are an adept presenter with experience engaging with all levels of leadership, including senior executives.
You are principled and rigorous, and incorporate diverse perspectives in pursuit of the best decisions and outcomes possible.
You are proactively data-driven: you don’t wait for problems to surface. You seek out data, research, and insights to identify gaps and opportunities to improve policies before they become issues.
You are knowledgeable and experienced at creating and implementing policies, and have a deep background two-sided marketplaces.
You are a team player who thrives in a fast-moving environment and brings a strategic mindset to your work.
10-12+ years experience in a Policy or Trust and Safety role
Prior leadership on quality, standards, or community policy, with demonstrated experience defining and enforcing a quality bar at scale
Experience with review, rating, or reputation systems, and the fairness and integrity questions they raise
Experience designing policies for consumer two-sided marketplaces 
Demonstrated capacity for critical thinking, research, and analysis
Strong attention to detail
Exceptional writing and communication skills
Thoughtful business judgment, strategic thinking, and ability to work well under pressure
Proven ability to partner with and enable business teams, translating policy requirements into practical solutions that support business objectives
Experience working in a matrix and driving solutions to complex problems through cross-functional collaboration
Fluency in data analysis and data-driven decision-making, including proactively using data to surface policy improvement opportunities
Ability to explain and simplify complex information to others