Policy Manager, Consults and Escalations

Singaporemid

OtherPolicy Manager

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Quick Summary

Overview

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home,

Technical Tools

OtherPolicy Manager

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 connect with communities in a more authentic way.

You are a seasoned policy expert, with experience handling complex escalations
You love solving problems and have a track record of strong cross-functional collaboration
You’re an experienced communicator, with exceptional writing skills and presentation skills, including to senior executive audiences
You are principled and rigorous — you incorporate diverse perspectives in pursuit of the best decisions and outcomes possible
You are fluent with AI tools for gaining operational efficiency, but you exercise excellent judgement and know human expertise and supervision is paramount
You can build and interrogate prompting, automated workflows, data queries, and stress-test model output before it reaches a decision-maker — you know when a number is not trustworthy and how to course correct
You are a team player who thrives in a fast-moving environment and brings a strategic mindset to your work

Responsibilities

~1 min read

→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

Nice to Have

~2 min read

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

Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.