Policy Manager, Consults and Escalations
New
A
AirbnbTrust and Safety
Location: Singapore; Workplace Type: RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 6+ years experience in an Operations, Policy, Legal, or Trust and Safety role
- Required Skills
- Data AnalysisResearchCross-functional collaboration
Requirements
- Have 6+ years of experience in an Operations, Policy, Legal, or Trust and Safety role.
- Bring a track record of leadership in handling issues and escalations.
- Demonstrate critical thinking, research, and analysis, with strong attention to detail.
- Have exceptional writing and presentation abilities for explaining complex information.
- Bring thoughtful business judgment, strategic thinking, and the ability to work well under pressure.
- Have experience working in a matrix and driving solutions through cross-functional collaboration.
- Demonstrate fluency in data analysis and use of AI tools to create operational leverage.
- Validate AI outputs and exercise judgment about what should not be delegated to a model.
- Preferred: Experience working closely with operations teams, preferably in Trust and Safety.
- Preferred: Experience building or piloting AI/LLM-assisted workflows in operations, policy, or compliance.
- Preferred: Familiarity with quality measurement or QA frameworks for frontline teams.
Responsibilities
- Drive complicated escalations and issues toward a solution.
- Advise operations teams on cases involving policy gaps and recommend solutions guided by Airbnb’s principles and values.
- Collaborate with stakeholders across Global Operations, Supply, Public Policy, Legal, Product, Trust and Safety, Communications, and Partnerships.
- Build AI-assisted detection of repeat policy questions and gray areas, using consult volume to inform training and policy clarifications.
- Query, join, and visualize operational data to evaluate policy performance and pressure-test recommendations.
- Design and ship workflows that reduce avoidable consults and handling time, and measure their impact.
- Exercise final judgment on ambiguous, high-exposure escalations and explain the reasoning to Legal, Ops, and executives.
- Translate individual case learnings into policy insights and recommended changes.
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