Policy Manager, Consults and Escalations at Airbnb – Singapore

Airbnb, founded in 2007, has grown from welcoming three guests to over 5 million hosts and 2 billion guest arrivals globally. The Community and Product Policy team is responsible for creating and evolving policies that define the rules for guests and hosts. This involves solving complex marketplace and Trust & Safety challenges using data, stakeholder collaboration, and sound judgment.

As a Consults and Escalations Manager in Community Policy, you will engage across various business units to thoroughly understand case complexities. Your primary responsibilities include providing timely policy analysis, recommending appropriate enforcement actions, and continuously improving policies to address emerging issues. You will resolve individual user matters, translate learnings into actionable policy insights, and detect patterns in escalation volumes using AI and data tools. This role involves automating detection and reporting while ensuring human judgment for critical decisions, documenting reasoning, and taking ownership of outcomes. You will also help leadership understand recurring issues to facilitate future resolutions, directly impacting the peace of mind for millions of Airbnb community members worldwide.

['- Seasoned policy expert with demonstrated experience handling complex escalations.', '- Proven track record in problem-solving and strong cross-functional collaboration.', '- Experienced communicator with exceptional writing and presentation skills, including to senior executive audiences.', '- Principled and rigorous approach, incorporating diverse perspectives to achieve optimal decisions and outcomes.', '- Fluent with AI tools for operational efficiency, while exercising excellent judgment and recognizing the paramount importance of human expertise and supervision.', '- Ability to build and interrogate prompting, automated workflows, data queries, and stress-test model output before it reaches a decision-maker; capable of identifying untrustworthy data and course-correcting.', '- A team player who thrives in a fast-moving environment and brings a strategic mindset to their work.']