Policy Manager, Consults and Escalations

About the role

Airbnb’s Community and Product Policy team is looking for a seasoned Policy Manager to lead consults and escalations. You will work across the business to analyse complex cases, provide enforcement recommendations, and translate insights into global policy improvements.

Key responsibilities

• Drive complicated escalations toward resolution while ensuring alignment with Airbnb’s principles.
• Advise operations teams on policy gaps and develop solutions guided by company values.
• Collaborate with cross‑functional partners including Legal, Trust & Safety, Product, and Communications.
• Build AI‑assisted detection of repeat policy questions and turn consult volume into actionable signals.
• Query, join, and visualise operational data to evaluate policy performance and test improvement recommendations.

Required profile

• 6+ years in Operations, Policy, Legal, or Trust & Safety roles with a strong track record handling escalations.
• Demonstrated critical thinking, research, and analytical abilities with high attention to detail.
• Exceptional writing and presentation skills for senior executive audiences.
• Experience working in matrixed organisations and driving cross‑functional solutions.
• Strategic business judgment and ability to perform under pressure.

Required skills

• Fluency with AI tools for operational efficiency and data‑driven decision making.
• Strong data‑analysis capabilities, including querying and visualising operational data.