Senior Policy & Escalations Manager (AI‑Driven)

airbnb, Inc.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Airbnb, Inc. is seeking a Policy Manager to handle consults and escalations across the community policy landscape. You will provide timely policy analysis, enforcement recommendations, and drive improvements using AI and data tooling while maintaining rigorous human oversight.

The role emphasizes resolving complex cases, collaborating with Legal, Operations, and Product teams, and shaping global policy improvements to protect the Airbnb community worldwide.

Qualifications

• 6+ years experience in an Operations, Policy, Legal, or Trust and Safety role.
• Strong leadership in handling issues and escalations.
• Exceptional writing and presentation abilities to explain complex information.

Responsibilities

• Drive complex escalations to resolution and provide enforcement recommendations.
• Advise operations on policy gaps and ensure decisions align with Airbnb principles.
• Collaborate with Global Ops, Legal, Product, Trust & Safety, and Partnerships.
• Build AI-assisted detection and workflows to reduce consult volume.
• Query and visualize data to evaluate policy performance and support leadership decisions.
• Design and ship workflows that reduce avoidable consults and shorten handling time.
• Exercise final judgment on high-exposure escalations with clear rationale.

Skills

Cross-functional collaboration

Exceptional writing and presentation

Data analysis

AI/LLM tooling experience

Policy escalation handling

6+ years experience in Operations/ETC

Tools

AI tooling

Job description

Airbnb, Inc. is seeking a Policy Manager to handle consults and escalations across the community policy landscape. You will provide timely policy analysis, enforcement recommendations, and drive improvements using AI and data tooling while maintaining rigorous human oversight.

The role emphasizes resolving complex cases, collaborating with Legal, Operations, and Product teams, and shaping global policy improvements to protect the Airbnb community worldwide.