Staff Platform Manager, Chargebacks and Disputes

Details

Airbnb's Payments Risk and Compliance organization protects trust for guests, hosts, and the platform. This role owns the post-transaction product strategy across the full dispute lifecycle, including chargeback processing, representments, pre-arbitration, proactive dispute prevention, and on-platform resolution experiences. The goal is to reduce net losses while protecting community and marketplace trust, expand pre-arbitration coverage, establish proactive dispute deflection, and create an architectural foundation for dispute handling across new payment methods, product verticals, and geographies.

Responsibilities

• Own and evolve the product roadmap for dispute lifecycle management, spanning chargeback ingestion, representment decisioning, and pre-arbitration.
• Partner with Engineering, Data Science, Analytics, and Operations to improve dispute decisioning models and optimize outcomes by processor, reason code, and product vertical.
• Translate analytical insights into roadmap initiatives that improve win rates and reduce losses.
• Drive the design and rollout of proactive dispute prevention capabilities, including on-trip signal detection and early guest outreach.
• Work cross-functionally with Customer Support, Trust, and Operations to resolve guest issues before they escalate to chargebacks.
• Build scalable dispute infrastructure for new payment methods and product verticals, and define evidence frameworks as Airbnb scales.
• Collaborate with the Enforcements and Transaction Risk team to design and implement first-party misuse detection and enforcement programs that deter repeat dispute abuse while balancing recovery goals, guest experience, and marketplace integrity.

Requirements

• 10+ years of experience building payments, Payments Risk, or risk-related products in a product management role within global technology or financial services companies.
• Prior experience with Payments Risk and dispute lifecycle management; fintech experience is strongly preferred.
• Subject matter expertise in payments risk and a proven track record of launching and scaling detection, fraud prevention, and dispute resolution products that balance customer experience.
• Experience leading complex projects and leveraging machine learning, operations, and signals from external vendors.
• Technical experience as an engineer, data scientist, analyst, or operations professional.
• Experience integrating generative AI as a solution and delivering business value.
• Ability to thrive in a startup environment with a fast pace, changing needs, and limited resources.

Location

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Employees must live in a state where Airbnb Payments, Inc. is a registered entity. Approved remote states include Alabama, California, Colorado, Florida, Georgia, Illinois, Maryland, Minnesota, Mississippi, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, and Washington.

Compensation

The base pay range is $200,000–$240,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Accessibility

Airbnb is committed to working with the broadest talent pool possible and providing a disability-inclusive application and interview process. Candidates requiring reasonable accommodation may contact [email protected] with their full name, role, and requested accommodation.