Policy Manager, Consults and Escalations

Singapore · 6+ years experience · Posted Sep 28, 2026

At a glance

The Policy Manager, Consults and Escalations will resolve complex marketplace and Trust & Safety challenges by applying principled policy analysis.
This role involves collaborating across the business to handle high-exposure escalations, improve policy enforcement, and leverage AI tools to drive operational efficiency.

Drive complicated escalations and issues towards a solution.
Advise operations teams on cases with policy gaps to ensure alignment with Airbnb principles.
Collaborate with cross-functional stakeholders including Global Operations, Legal, Product, and Trust and Safety.
Build AI-assisted detection of repeat policy questions and gray areas.
Query, join, and visualize operational data to evaluate policy performance.
Design and ship workflows to reduce avoidable consults and cut handling time.
Exercise final judgment on ambiguous, high-exposure escalations.
Document reasoning for decisions and communicate clearly to Legal, Ops, and executives.
Translate case handling insights into policy improvements.
Help leaders understand recurring issues to drive future policy clarifications.

6+ years experience in an Operations, Policy, Legal, or Trust and Safety role.
Track record of strong leadership in handling issues and escalations.
Demonstrated capacity for critical thinking, research, and analysis.
Exceptional writing and presentation abilities.
Thoughtful business judgment and strategic thinking.
Experience working in a matrix and driving solutions through cross-functional collaboration.
Fluency in data analysis.
Demonstrated use of AI tools to create operational leverage with validation discipline.

Experience working closely with operations teams, preferably in the Trust and Safety space.
Experience building or piloting AI/LLM-assisted workflows in operations, policy, or compliance.
Familiarity with quality measurement or QA frameworks for frontline teams.