Staff Platform Manager- Suspensions, Appeals & Enforcements Job at Airbnb

Job Description

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.

Job Responsibility

Define the product vision, strategy, and execution for critical post-transaction flows
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 and develop solutions
Assess precision and customer experience in everyday operational actions such as account enforcements, suspensions and appeals
Interface daily with analytics, operations, developers & policy stakeholders to identify pain points and develop solutions
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

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, 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

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Staff Platform Manager- Suspensions, Appeals & Enforcements

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