Staff Platform Manager, Chargebacks and Disputes

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:

Airbnb's Payments organization is central to the trust that makes every transaction possible and the Payments Risk and Compliance domain sits at the heart of protecting that trust for guests, hosts, and the platform. The Platform Team plays the role of conductor, enhancing our engineers, designers, and data scientists to build great product experiences. Our Payments Risk Platform Managers (PM) own and lead outcomes related to foundation, growth, and empowerment. This means our PMs set the vision and strategy, the roadmap, and execute on the plans that are developed.

The Difference You Will Make:

This role sits within Airbnb's Payments Risk and Compliance domain, owning the post-transaction product strategy across the full dispute lifecycle from chargeback processing and representments through pre-arbitration, proactive dispute prevention, and on-platform resolution experiences. You will drive Airbnb's evolution from a chargeback representment into a holistic dispute resolution capability, building the systems, decisioning logic, and guest-facing interventions that reduce net losses while protecting community and marketplace trust. Success in this role means materially reducing Airbnb's losses while balancing impact to community and attrition, expanding pre-arbitration coverage and standing up a proactive dispute deflection program all while laying the architectural foundation for disputes handling across new payment methods, product verticals, and geographies as Airbnb scales.

A Typical Day: 

As PM Payments Risk you will be responsible for 

• Own and evolve the product roadmap for dispute lifecycle management  spanning chargeback ingestion, representment decisioning, and pre-arbitration
• Partner with Engineering, Data Science, Analytics and operations  to sharpen dispute decisioning models, build product improvements and optimizations by processor, reason code, and product vertical, and translate those insights into concrete roadmap bets that improve win rate and reduce losses.
• Drive the design and rollout of proactive dispute prevention capabilities including on-trip signal detection and early guest outreach working cross-functionally with Customer Support, Trust, and Operations to resolve guest issues before they escalate to a chargeback.
• Build scalable disputes infrastructure for new payment methods and product verticals and defining evidence frameworks as Airbnb scales.
• Collaborate with the Enforcements and Transaction Risk team to design and implement first party misuse detection and enforcement programs that deter repeat dispute abuse, balancing recovery goals with guest experience and marketplace integrity.

Your Expertise:

• 10+ years building payments, Payments Risk or risk related products in a product management role within global technology or financial services companies.
• Prior experience working with Payments Risk including Dispute lifecycle management. (Fintech experience strongly preferred)
• A subject matter expert on payments risk with proven track record of launching and scaling detection, fraud prevention and dispute resolution products that balance customer experience
• Experience leading complex projects, leveraging ML , operations, and signals from external vendors
• Technical chops with experience as an engineer, data scientist, analyst, or operations
• Experience integrating Gen AI as solution and delivering business value
• Thrives in a startup environment: loves dealing with fast pace, changing needs, and limited resources.

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 Payments, Inc. (a subsidiary of Airbnb, Inc.) is a registered entity. Approved remote states include: Alabama, California, Colorado, Florida, Georgia, Illinois, Maryland, Minnesota, Mississippi, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, and Washington. This list is continuously evolving, so please check back with us if the state you live in is excluded. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.  

Pay Range$200,000—$240,000 USD