Policy Escalations Lead — Data-Driven Trust & Safety

Aitomic Jobs; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Airbnb is seeking a Policy Manager, Consults and Escalations to join the Community Policy team in Singapore. You will manage complex escalations, provide timely policy analysis, and translate findings into actionable policy improvements.

The role emphasizes collaboration with Global Operations, Legal, Product, and Trust & Safety, leveraging data tools and AI to drive scalable solutions. Ideal candidates have 6+ years in operations/policy roles, strong communication skills, and a track record of

Qualifications

• 6+ years of experience in Operations, Policy, Legal, or Trust and Safety.
• Strong leadership in handling issues and escalations.
• Exceptional writing and presentation abilities.

Responsibilities

• Drive final judgments on ambiguous, high-exposure escalations with clear reasoning for Legal, Ops, and executives.
• Advise operations teams on cases with policy gaps to reach solutions aligned with Airbnb principles.
• Collaborate with cross-functional stakeholders across the business including Global Operations, Legal, Product, Trust and Safety, and Partnerships.
• Build AI-assisted detection of repeat policy questions and escalate consult volume to inform trainings and policy clarifications.
• Query, join, and visualize operational data to evaluate policy performance and pressure-test improvements before leadership review.
• Design and ship workflows that reduce avoidable consults and improve handling time.

Skills

Leadership in escalations

Analytical thinking

Excellent writing

Tools

AI tools

Data tooling

Job description

Airbnb is seeking a Policy Manager, Consults and Escalations to join the Community Policy team in Singapore. You will manage complex escalations, provide timely policy analysis, and translate findings into actionable policy improvements.

The role emphasizes collaboration with Global Operations, Legal, Product, and Trust & Safety, leveraging data tools and AI to drive scalable solutions. Ideal candidates have 6+ years in operations/policy roles, strong communication skills, and a track record of