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Airbnb's Community and Product Policy team is seeking a Policy Manager to lead consults and escalations for the global marketplace. This role sits at the intersection of policy, operations, and trust & safety, handling complex cases that require principled judgment and cross-functional collaboration.
You will drive complicated escalations toward resolution by analyzing policy gaps, advising operations teams, and collaborating with Global Operations, Supply, Public Policy, Legal, Product, Trust and Safety, Communications, and Partnerships. A core part of your work involves using AI and data tools to detect patterns in escalation volume, build automated detection workflows, and query operational data to evaluate policy performance—while maintaining rigorous human judgment and oversight.
Your typical responsibilities include:
- Resolving individual user matters and translating case insights into policy recommendations
- Advising operations teams on cases with policy gaps, guided by Airbnb's principles
- Building AI-assisted detection systems to identify repeat policy questions and gray areas
- Querying and visualizing operational data to stress-test policy improvements before leadership review
- Designing and shipping workflows that reduce avoidable consults and measure impact
- Exercising final judgment on ambiguous, high-exposure escalations with clear reasoning for Legal, Ops, and executives
- Detecting patterns across escalation volume to inform future policy improvements
This role has direct impact on the peace of mind of millions of Airbnb community members globally and serves as a key player in developing global policy improvements.
Requirements:
- 6+ years of experience in Operations, Policy, Legal, or Trust and Safety roles
- Track record of strong leadership in handling issues and escalations
- Demonstrated critical thinking, research, and analysis skills with strong attention to detail
- Exceptional writing and presentation abilities to explain complex information clearly
- Thoughtful business judgment, strategic thinking, and ability to work under pressure
- Experience working in matrix environments and driving solutions through cross-functional collaboration
- Fluency in data analysis and demonstrated use of AI tools for operational leverage, with discipline to validate output and judgment about what should not be delegated to models
Preferred Experience:
- Experience working closely with operations teams in Trust and Safety
- Experience building or piloting AI/LLM-assisted workflows in operations, policy, or compliance
- Familiarity with quality measurement or QA frameworks for frontline teams
