Policy Manager, Consults and Escalations

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...

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. We team u...

You are a seasoned policy expert, with experience handling complex escalations

Drive complicated escalations and issues towards a solution
Advise our operations teams on cases where there are policy gaps to arrive at a solution that is guided by Airbnb’s principles and values
Collaborate with cross-functional stakeholders across the business including but not limited to the Global Operations, Supply, Public Policy, Legal, Product, Trust and Safety, Communications and Partnerships
Build AI-assisted detection of repeat policy questions and gray areas, turning consult volume into a standing signal to help drive trainings and policy clarifications
Query, join, and visualize operational data to evaluate policy performance and pressure-test policy improvement recommendations before they reach leadership
Design and ship workflows that reduce avoidable consults, cut handling time on the rest, and measure the gain
Exercise final judgment on ambiguous, high-exposure escalations, and make the reasoning exceptionally clear to Legal, Ops, and executives

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 to others
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 — with the discipline to validate any output and the judgment to know what should not be delegated to a model
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