Airbnb

Staff Platform Manager – Suspensions, Appeals & Enforcements

Airbnb

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $194,000 - $239,000 per year

Job Level

Lead

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Product ManagementPaymentsRisk ManagementFraud DetectionChargebacksUser Experience DesignData AnalysisModel PerformanceOperational MetricsSystems Thinking
Soft skills
CommunicationLeadershipEmpathyDecision MakingInfluenceCollaborationAdaptabilityOwnershipAnalytical ThinkingStakeholder Alignment