Policy Escalations Lead, AI & Data-Driven

Airbnb; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Airbnb is seeking a Consults and Escalations Manager in Community Policy to drive complex escalations and provide timely policy analysis. You will translate cases into enforcement recommendations and use data tooling to detect patterns, shaping global policy improvements that support millions of Airbnb community members.

You will collaborate with Global Operations, Legal, Product, and Trust & Safety, leveraging AI tools while applying rigorous human judgement to ensure principled outcomes.

Qualifications

• 6+ years experience in an Operations, Policy, Legal, or Trust and Safety role.
• Strong leadership in handling issues and escalations.
• Analytical thinker with strong attention to detail.
• Exceptional writing and presentation abilities to explain complex information to executives.
• Thoughtful business judgement, strategic thinking, and ability to work under pressure.
• Experience with AI tools to create operational leverage, with judgment to limit delegation to models.

Responsibilities

• Drive complicated escalations and guide toward a solution.
• Advise operations teams on policy gaps to reach principled solutions.
• Collaborate with cross-functional stakeholders across Global Operations, Supply, Public Policy, Legal, Product, Trust & Safety, Communications and Partnerships.
• Build AI-assisted detection of repeat policy questions and gray areas to inform trainings and policy clarifications.
• Query, join, and visualize operational data to evaluate policy performance and stress-test improvements.
• Design and ship workflows that reduce consults, cut handling time, and measure gains.
• Exercise final judgment on ambiguous, high-exposure escalations, documenting reasoning for Legal, Ops, and executives.

Skills

Policy expertise

Escalations management

Cross-functional collaboration

Executive communication

AI tools usage

Data querying/analysis

Attention to detail

Tools

AI tools

Job description

Airbnb is seeking a Consults and Escalations Manager in Community Policy to drive complex escalations and provide timely policy analysis. You will translate cases into enforcement recommendations and use data tooling to detect patterns, shaping global policy improvements that support millions of Airbnb community members.

You will collaborate with Global Operations, Legal, Product, and Trust & Safety, leveraging AI tools while applying rigorous human judgement to ensure principled outcomes.