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Policy Manager, Consults and Escalations
OperationsOn-site — Singapore
Published on 2026-09-28
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About this role
The Policy Manager will oversee complex policy escalations and collaborate across departments to improve Airbnb's community policies. This role involves analyzing cases, making enforcement recommendations, and utilizing AI tools to enhance operational efficiency. The position has a direct impact on the policies affecting millions of community members.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
Community and Product Policy team
What you'll do
- Drive complicated escalations to resolution
- Advise operations teams on policy gaps
- Collaborate with cross-functional stakeholders
- Build AI-assisted detection for policy questions
- Evaluate policy performance and pressure-test recommendations
- Design workflows to reduce consults and handling time
- Exercise judgment on high-exposure escalations
What we're looking for
- 6+ years in Operations, Policy, Legal, or Trust and Safety role
- Strong leadership in handling issues
- Critical thinking, research, and analysis skills
- Exceptional writing and presentation abilities
- Strategic thinking and ability to work under pressure
- Experience in cross-functional collaboration
- Fluency in data analysis and AI tools
Nice to have
- Experience in Trust and Safety
- Building AI-assisted workflows
- Familiarity with quality measurement frameworks