Staff Platform Manager – Suspensions, Appeals & Enforcements

6 hours ago

Apply Now

Receive Emails with Similar Jobs

Airbnb

WebsiteLinkedInAll Job Openings

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

📋 Description

• 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. • A typical day will involve assessing precision and customer experience in everyday operational actions such as account enforcements, suspensions and appeals. • 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. • Partner with Machine Learning, Decision Science, and Risk Engineering to build models that predict abusive patterns, detect misuse, and identify valid appeals.

🎯 Requirements

• 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. • 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

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.