Product Operations Lead
About The Position
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: The Product Operations team is the analytical and strategic backbone of Fraud and Safety Investigations (FSI) at Airbnb. We turn complex operational data into clear business decisions, close the loop between frontline agent insights and product strategy, and drive cross-functional alignment with Product, Engineering, Analytics, and Policy partners. You'll join a team that thrives when the data tells a complicated story — and knows how to make it actionable. The Difference You Will Make: You'll lead one or more operational domains (e.g., fraud detection, listing verification, content moderation) and own a strategic cross-functional workstream; shaping how FSI runs the business, mitigates risk, and launches new capabilities. Success means surfacing root causes that change product priorities, driving decisions that stick, and ensuring operational readiness for every major launch. Your insights won't just inform; they'll move roadmaps.
Requirements
- 5+ years in product operations, trust & safety, program management, or equivalent analytical operations role
- Proven ability to influence skeptical stakeholders using data as the primary lever. You don't just report what happened, you explain why and what to do about it
- Natural root cause thinker who asks the right questions and doesn't settle for surface-level explanations
- Experience building or managing feedback loops that translate frontline input into business change
- Strong analytical toolkit: SQL preferred, Excel proficiency required, comfort with AI tools a plus
- Project management experience (Asana or equivalent) and ability to drive accountability across teams you don't directly control
- Comfortable in ambiguity, calm under pressure, and clear in written and verbal communication with executive audiences
Responsibilities
- Mine operational data to surface root causes, not just symptoms, and translate findings into business recommendations that shape product and policy priorities
- Own the narrative for weekly business reviews (WBRs): explain why metrics moved, surface root causes, and drive accountability for follow-through
- Partner with Product and Engineering to influence roadmaps, represent operational realities in planning cycles, and hold teams accountable to ops readiness
- Monitor queue health, SLA adherence, and decision accuracy; escalate systemic risks before they compound
- Detect, triage, and coordinate resolution of operational breakages (bugs, routing issues, workflow failures) across cross-functional stakeholders — then own the RCA and ensure fixes stick
- Distill agent and frontline feedback into structured insights that close the loop between what's happening on the ground and what gets built
Benefits
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
