Staff Platform Manager - Suspensions, Appeals & Enforcements

Details

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.

Community You Will Join

• The Payments team owns anything related to money at Airbnb. We support 191 countries, 70 currencies, connect dozens of payment providers and banks, and process multiple billions of dollars.
• The Payments organization has two domains: Payments & Commerce Platform and Payments Compliance & Payments Risk. This role is in the Payments Risk and Compliance domain.

Role overview

The Staff Platform Manager, Suspensions, Appeals & Enforcements will define the strategy and product roadmap for post-payments experiences focused on suspensions, appeals, account actions, and enforcements. The role balances customer experience, risk mitigation, regulatory compliance, and payments operations to protect and grow the Airbnb community.

The Difference You Will Make

• Own product vision, strategy, and execution for critical post-transaction flows at the intersection of CX, risk mitigation, compliance, and payments operations.
• Reduce friction and false positives for legitimate users while deterring and enforcing against bad actors.
• Identify customer chokepoints across disparate suspensions and appeals processes and develop scalable solutions.

Responsibilities

• Define end-to-end product vision and multi-year roadmap for suspensions, enforcements and appeals across user-facing surfaces, internal tooling, and agent workflows.
• Own requirements and execution for systems that ingest, triage, and resolve post-transaction issues; build scalable enforcement pipelines including automated suspensions, graduated penalties, and structured appeal processes.
• Partner with Machine Learning, Decision Science, and Risk Engineering to build models that predict abusive patterns, detect misuse, and identify valid appeals.
• Collaborate with Payments Operations and Support to reduce manual effort, handle edge cases, and enable high-quality decisioning at scale.
• Interface daily with analytics, operations, developers, policy stakeholders, design, legal and compliance to identify pain points and deliver solutions.
• Lead cross-functional stakeholders through influence, set clear expectations, and drive timely delivery and quality outcomes.

Requirements / Your Expertise

• 9+ years of Product Management experience, or 6+ years with a BS/MS, with significant work in payments, risk/fraud, chargebacks, or marketplace integrity.
• Strong understanding of post-transaction payment flows, consumer protection frameworks, and global chargeback rules.
• Systems thinker able to architect modular, scalable processes and make high-judgment decisions in ambiguous, high-stakes environments.
• Experience designing end-to-end user experiences that balance risk mitigation with customer empathy.
• Strong analytical skills; comfortable working with financial & customer data, operational metrics, and model performance.
• Proven ability to partner with engineering, design, operations, data science, legal/compliance, and other stakeholders.
• Comfortable working in a fast-paced environment with evolving regulatory requirements and complex trade-offs.

Location

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
• You must live in a state where Airbnb, Inc. has a registered entity. See the up-to-date list of excluded states at https://careers.airbnb.com/.

How We'll Take Care of You / Benefits

• Base pay (range below) plus potential eligibility for bonus, equity, benefits, and Employee Travel Credits.
• Job titles may span more than one career level; actual base pay depends on experience, skills, and business needs.

Pay Range

• $194,000—$239,000 USD (base pay range; subject to change)

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We strive to provide a disability-inclusive application and interview process. If you require reasonable accommodation to submit an application, contact [email protected] with your full name, the role, and the accommodation needed.