Policy Manager, Consults and Escalations

As a Policy Manager, Consults and Escalations at Airbnb, you will work across the business to understand every aspect of a case. You’ll provide timely policy analysis and corresponding enforcement recommendations, and continuously evaluate and improve our policies to handle new issues as they arise.

You will resolve individual user matters and translate what you learn into policy insights and recommended changes , using your case handling expertise alongside AI and data tooling you will detect patterns across escalation volume. You'll automate things like detection and reporting, but you'll make the judgment call, document the reasoning, and own the outcome.

Your responsibilities will include:

• Driving complicated escalations and issues towards a solution
• Advising operations teams on cases where there are policy gaps to arrive at a solution that is guided by Airbnb’s principles and values
• Collaborating with cross-functional stakeholders across the business
• Building AI-assisted detection of repeat policy questions and gray areas
• Querying, joining, and visualizing operational data to evaluate policy performance
• Designing and shipping workflows that reduce avoidable consults
• Exercising final judgment on ambiguous, high-exposure escalations

Requirements:

• 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
• Exceptional writing and presentation abilities
• 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

Preferred Experience:

• 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