Staff Platform Manager, Chargebacks and Disputes

Airbnb's Payments Risk and Compliance domain protects trust for guests, hosts, and the platform. This role owns the post-transaction product strategy across the full dispute lifecycle.

Responsibilities

• 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 define 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

Qualifications

• 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