Policy Manager, Consults and Escalations

The role

You will provide policy analysis and enforcement recommendations to resolve individual user matters and complex escalations. You will use AI and data tooling to detect patterns and improve global policies.

What you will do

• Drive complicated escalations and issues towards a solution
• Advise operations teams on cases where there are policy gaps
• Collaborate with cross-functional stakeholders 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
• Query, join, and visualize operational data to evaluate policy performance
• Design and ship workflows that reduce avoidable consults and cut handling time
• Exercise final judgment on ambiguous, high-exposure escalations

Required qualifications

• 6+ years experience in an Operations, Policy, Legal, or Trust and Safety role
• 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
• Thoughtful business judgment, strategic thinking, and ability to work well under pressure
• Experience working in a matrix and driving solutions through cross-functional collaboration
• Fluency in data analysis
• Demonstrated use of AI tools to create operational leverage

Nice to have

• 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

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.