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Policy Manager, Consults and Escalations

Airbnb· Community Policy
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SingaporeNot specifiedPosted 3w ago

About the role

Role within Airbnb's Community and Product Policy team focusing on handling complex escalations, policy analysis, and driving policy improvements through cross-functional collaboration, data tooling, and AI-assisted workflows.

Responsibilities

  • Drive complicated escalations and issues towards a solution
  • Advise operations teams on cases where policy gaps to arrive at a solution guided by Airbnb’s principles and values
  • Collaborate with cross-functional stakeholders across the business including 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

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 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

Skills

Required:Policy escalation managementCross-functional collaborationWritten and verbal communicationData analysis and visualization
Nice to have:AI tools and automation
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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