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 f