[Remote] Staff Platform Manager- Suspensions, Appeals & Enforcements

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global platform that connects hosts and guests for unique stays and experiences. The Staff Platform Manager for Suspensions, Appeals, and Enforcements will define the strategy and product roadmap for post-transaction experiences, focusing on risk mitigation and compliance while enhancing customer experience.

Responsibilities

• Define the strategy and product roadmap for enabling world class Post Payments experiences, focussed on Suspensions, Appeals, Account actions and Enforcements
• Own the product vision, strategy, and execution for critical post-transaction flows that sit at the intersection of customer experience, risk mitigation, compliance, and payments operations
• Reduce friction and insult for good users through transparent, fair, and highly reliable post-transaction experiences
• Deter and enforce against bad actors through principled risk management, clear enforcement pathways, and scalable operational tooling
• Identify customer chokepoints across disparate suspensions and appeals processes across the aforementioned teams and develop solutions
• Assess precision and customer experience in everyday operational actions such as account enforcements, suspensions and appeals
• Define the end-to-end product vision for a best in industry experience for suspensions, enforcements and appeals
• Build a multi-year roadmap that balances business efficiency, regulatory compliance, financial risk containment, and delightful customer experience
• Own requirements and execution for the systems that ingest, triage, and resolve post-transaction issues, spanning user-facing surfaces, internal tooling, and agent workflows
• 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 better, and unlock high-quality decisioning at scale
• Partner deeply with other Airbnb platform organizations such as Fraud & Safety, AirCover, Legal, Customer Support, Policy Enforcement & Payments Operations teams to align on the vision and mission and coordinate tactics to deliver mutually aligned outcomes

Skills

• 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 with the ability to architect modular processes that scale globally
• Ability to make principled, high-judgment decisions in ambiguous, high-stakes environments
• Takes ownership of multiple product areas or one with significant impact, establishing clear expectations, driving communication, quality and timely delivery
• Experience designing end-to-end user experiences that balance risk mitigation with customer empathy
• Adapts communication style according to the audience across teams, extended stakeholders and leadership
• Empathetic, clear communicator who can lead cross-functional partners through influence, not authority
• Autonomously communicates, influences and aligns stakeholders on the products vision/strategy
• With minimal guidance defines products that sustain the changing needs of business, industry, users and partners with Eng/Design to translate to long term architecture and Ecosystems thinking, with clear understanding of platform capabilities to be built
• Strong analytical chops—you're comfortable diving into financial & customer data, operational metrics, and model performance
• Proven ability to partner deeply with engineering, design, operations, data science, and legal/compliance teams
• Comfortable working in a fast-paced environment with evolving regulatory requirements and complex trade-offs

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Company Overview

• Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com.

Company H1B Sponsorship

• Airbnb has a track record of offering H1B sponsorships, with 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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