About the company
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.
Responsibilities
- Drive complicated escalations and issues towards a solution
- Advise our operations teams on cases where there are policy gaps to arrive at a solution that is guided by Airbnb’s principles and values
- Collaborate with cross-functional stakeholders across the business including but not limited to the Global Operations, Supply, Public Policy, Legal, Product, Trust and Safety, Communications and Partnerships
- Build AI-assisted detection of repeat policy questions and gray areas, turning consult volume into a standing signal to help drive trainings and policy clarifications
- Query, join, and visualize operational data to evaluate policy performance and pressure-test policy improvement recommendations before they reach leadership
- Design and ship workflows that reduce avoidable consults, cut handling time on the rest, and measure the gain
- Exercise final judgment on ambiguous, high-exposure escalations, and make the reasoning exceptionally clear to Legal, Ops, and executives
Requirements
- 6+ years experience in an Operations, Policy, Legal, or Trust and Safety role
- A track record of strong leadership in handling issues and escalations
- Demonstrated capacity for critical thinking, research, and analysis; strong attention to detail
- Exceptional writing and presentation abilities to explain and simplify complex information to others
- Thoughtful business judgment, strategic thinking, and ability to work well under pressure
- Experience working in a matrix and driving solutions to complex problems through cross-functional collaboration
- Fluency in data analysis and demonstrated use of AI tools to create operational leverage — with the discipline to validate any output and the judgment to know what should not be delegated to a model
- Preferred: Experience working closely with operations teams, preferably in the Trust and Safety space
- 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