Community Policy Manager Escalations

The Community You Will Join: 

In Community Policy, our mission is to create and evolve principled policies that establish the rules of the road for Guests and Hosts across Airbnb. This involves solving some of the most complex Trust & Safety challenges of our time. Our work is informed by rigorous research and stakeholder collaboration, and we design policies that can support our community at scale. We team with our cross-functional partners to create accessible policy enforcement guides and to continuously maintain and improve our policies.

The Difference You Will Make:

As an Escalations Manager in Community Policy, you will work across the business to understand every aspect of an issue. You’ll provide recommended solutions and timely policy analysis, and continuously evaluate and improve our policies and to handle new issues as they arise. You will help resolve individual user issues and collect and turn any insights you gather into new policies and other guidelines in support of safety, fraud, public health and other important issues. You will help our leaders understand why an issue occurred and how we can fix it in the future. This role will serve as a key player in developing our global policy solutions and will have a direct impact on the peace of mind of millions of Airbnb community members around the world.

• You are a seasoned policy leader, with experience handling complex escalations 

• You love solving problems and have a track record of strong cross-functional collaboration

• You are an experienced communicator, with exceptional writing skills 

• You an adept presenter, with experience engaging all levels of leadership, including senior executive audiences and C-Suite

• You are principled and rigorous, and incorporate diverse perspectives in pursuit of the best decisions and outcomes possible

• You are knowledgeable and experienced at creating and implementing policies and measuring their effectiveness, and have a deep background on and passion for commercial policy issues affecting business partners

• You are a team player who thrives in a fast-moving environment and brings a strategic mindset to your work and your engagements

A Typical Day: 

• Drive complicated escalations and issues towards a solution

• Advise our operations teams on cases where there are policy gaps or gray areas to arrive at a solution that is guided by Airbnb’s values

• Track and measure where we encounter repeated questions around our policies to help drive trainings and policy clarifications

• Collaborate with cross-functional stakeholders across the business including but not limited to Hosting, Guest Experience, Operations, Public Policy, Legal, Product, Trust, Communications and Business Development

• Foster, build, and maintain relationships with leadership of internal business verticals 

• Use data, research and insights to evaluate and revise policies as needed

Your Expertise:

• 8+ 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 abilities

• 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 leading data-driven decision-making 

• Ability to explain and simplify complex information to other

• Experience working closely with operations teams, preferably in the Trust and Safety space

• Competence in spreadsheet software and other basic technical skills preferred

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.