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◆ 6/10
techOtheroffice
About this role
Join Airbnb as a Policy Manager to handle complex escalations, provide policy analysis, and improve community policies. Leverage AI tools and collaborate across teams to enhance operational efficiency.
Description
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Responsibilities
A Typical Day
- Drive complicated escalations and issues towards a solution
- Advise our operations teams on cases where there are policy gaps to arrive at a solution that is guided by Airbnb’s principles and values
- Collaborate with cross-functional stakeholders across the business including but not limited to the 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
Requirements
Your Expertise
- 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
Conditions & Benefits
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
Reasonable Accommodations
We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.Job Details
Market range (est.)$90k–$180k
LocationOffice
AI Score★★★★★★☆☆☆☆ 6/10
PostedSep 28, 2026 (14d ago)
Tags & Skills
techOtheroffice
Tech Stack
policyoperationsdata analysisAI toolscross-functional collaboration