Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join
The Community and Product Policy team creates and evolves principled policies that establish the rules of the road for guests and hosts across Airbnb. We solve complex marketplace and Trust & Safety challenges using data, stakeholder collaboration, and excellent judgement to support our community at scale. We team up with our cross-functional partners to create clear and accessible policy enforcement guides and to continuously measure, maintain, and improve our policies. We handle policy escalations and consults from across the business to ensure tough calls are resolved in accordance with our principles.
The Difference You Will Make
As a Consults and Escalations Manager in Community Policy, you will work across the business to understand every aspect of a case. You’ll provide timely policy analysis and corresponding enforcement recommendations, and continuously evaluate and improve our policies to handle new issues as they arise. You will resolve individual user matters and translate what you learn into policy insights and recommended changes — using your case handling expertise alongside AI and data tooling you will detect patterns across escalation volume. You'll automate things like detection and reporting, but you'll make the judgment call, document the reasoning, and own the outcome. You will help our leaders understand recurring issues and how we can fix them in the future. This role will serve as an important player in developing our global policy improvements and will have a direct impact on the peace of mind of millions of Airbnb community members around the world.
A Typical Day
Your Expertise
Preferred Experience
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.