Policy Manager, Consults and Escalations
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Job Description
Airbnb policy manager resolving complex escalations and advising operations teams. Improving global community policies through AI-assisted workflows, data analysis, and cross-functional judgment.
Responsibilities:
- Drive complicated escalations and issues towards a solution
- Advise operations teams on cases where there are policy gaps and arrive at principled solutions
- Collaborate with 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
- Pressure-test policy improvement recommendations before leadership review
- Design and ship workflows that reduce avoidable consults and handling time
- Measure workflow gains
- Exercise final judgment on ambiguous, high-exposure escalations
- Document reasoning clearly for Legal, Operations, and executives
- Provide policy analysis and enforcement recommendations
- Evaluate and improve policies for emerging issues
- Translate individual case learnings into policy insights and recommended changes
- Detect escalation patterns using case-handling expertise, AI, and data tooling
- Help leaders understand recurring issues and future improvements
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; 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
- 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
Benefits:
- Remote workplace type
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
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