Policy Manager, Quality

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: 

In Community Policy, our mission is to create and evolve principled policies that establish the rules of the road for guests and hosts across Airbnb. This involves solving some of the most complex Trust & Safety challenges of our time. Our work is informed by rigorous research and stakeholder collaboration, and we design policies that can support our community at scale. We team with our cross-functional partners to create accessible policy enforcement guides and to continuously maintain and improve our policies.

The Difference You Will Make:

As a Policy Manager for Quality, you will partner closely with cross-functional partners to define quality on Airbnb. You will drive the policies that set the bar for hosts and guests on the platform, help design the systems that enforces those standards, and work on how quality expectations are established for Airbnb’s marketplace. This role entails understanding the needs of hosts and guests and collaborating closely with the cross-functional teams who design the enforcement systems behind these policies. A critical part of this role is enabling our business and product teams to move quickly and confidently, with policy frameworks that hold up at scale. The policies you build will directly shape how millions of hosts and guests experience Airbnb and their confidence in the platform.

A Typical Day: 

• Lead policy development for host and guest quality, including our Ground Rules and the quality standards that set the bar for stays, 
• Draft clear and scalable policy frameworks that keep pace with product innovation
• Collaborate with cross-functional stakeholders across the organization, including Product, Supply, Community Support, and Legal
• Guide policy operationalization efforts in partnership with cross-functional stakeholders
• Support company quality initiatives with appropriate risk mitigation guidance and policy deliverables
• Proactively use data, research, and community insights to evaluate existing policies, identify improvement opportunities, and drive revisions before issues escalate

About You:

• You are a seasoned Community Policy leader who loves solving complex problems and has a track record of strong cross-functional collaboration.
• You have deep experience with quality or standards policy in a two-sided marketplace.
• You have worked on reviews, ratings, or reputation systems, and understand the consumer protection issues they raise.
• You are experienced working with business and product teams to understand their strategic objectives and to deliver policy solutions that enable business goals. 
• You are an excellent communicator with exceptional writing skills.
• You are an adept presenter with experience engaging with all levels of leadership, including senior executives.
• You are principled and rigorous, and incorporate diverse perspectives in pursuit of the best decisions and outcomes possible.
• You are proactively data-driven: you don’t wait for problems to surface. You seek out data, research, and insights to identify gaps and opportunities to improve policies before they become issues.
• You are knowledgeable and experienced at creating and implementing policies, and have a deep background two-sided marketplaces.
• You are a team player who thrives in a fast-moving environment and brings a strategic mindset to your work.

Your Expertise:

• 10-12+ years experience in a Policy or Trust and Safety role
• Prior leadership on quality, standards, or community policy, with demonstrated experience defining and enforcing a quality bar at scale
• Experience with review, rating, or reputation systems, and the fairness and integrity questions they raise
• Experience designing policies for consumer two-sided marketplaces 
• Demonstrated capacity for critical thinking, research, and analysis
• Strong attention to detail
• Exceptional writing and communication skills
• Thoughtful business judgment, strategic thinking, and ability to work well under pressure
• Proven ability to partner with and enable business teams, translating policy requirements into practical solutions that support business objectives
• Experience working in a matrix and driving solutions to complex problems through cross-functional collaboration
• Fluency in data analysis and data-driven decision-making, including proactively using data to surface policy improvement opportunities
• Ability to explain and simplify complex information to others

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

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.