Staff Platform Manager- Suspensions, Appeals & Enforcements

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:

• At Airbnb, if there’s anything related to money, it comes to the Payments team.
• We are building a world-class payments and commerce organization - one that currently supports 191 countries, 70 currencies, connects dozens of payment providers and banks, processes multiple billions of dollars, and empowers more people to participate in our global marketplace.
• Our Payments platform organization has 2 domains: Payments and Commerce platform - facilitating money movement and exchange of value while also fueling growth for our business. Payments Compliance and Payments Risk - ensuring safe and efficient payment processing
• This role is in the Payments Risk and Compliance domain. The Staff Platform Manager Suspensions, Appeals and Enforcements role, reporting to the Director of Payments Risk and Compliance, will define the strategy and product roadmap for enabling world class Post Payments experiences, focussed on Suspensions, Appeals, Account actions and Enforcements, ensuring Airbnb is able to protect and grow our community.

The Difference You Will Make:

• This role will 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.
• Your mandate is twofold: 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.
• Success in the role is to measurably reduce good user insult while deterring fraudulent and malicious actors.
• Part of the immediate need is to be able to identify customer chokepoints across disparate suspensions and appeals processes across the aforementioned teams and develop solutions

A Typical Day:

• A typical day will involve assessing precision and customer experience in everyday operational actions such as account enforcements, suspensions and appeals. The candidate will be interface daily with analytics, operations, developers & policy stakeholders to identify pain points and develop solutions
• The candidate will define the end-to-end product vision for a best in industry experience for suspensions, enforcements and appeals. They’ll build a multi-year roadmap that balances business efficiency, regulatory compliance, financial risk containment, and delightful customer experience.
• The candidate will 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.
• Key to success for this role is to 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.

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 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.

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