Description
The Product Operations Lead will join the analytical and strategic backbone of Fraud and Safety Investigations (FSI) at Airbnb. The team turns complex operational data into clear business decisions, closes the loop between frontline agent insights and product strategy, and drives cross-functional alignment with Product, Engineering, Analytics, and Policy partners.
The Product Operations Lead will 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.
Key responsibilities include:
- Mining operational data to surface root causes, not just symptoms, and translating findings into business recommendations that shape product and policy priorities
- Owning the narrative for weekly business reviews (WBRs): explaining why metrics moved, surfacing root causes, and driving accountability for follow-through
- Partnering with Product and Engineering to influence roadmaps, representing operational realities in planning cycles, and holding teams accountable to ops readiness
- Monitoring queue health, SLA adherence, and decision accuracy; escalating systemic risks before they compound
- Detecting, triaging, and coordinating resolution of operational breakages (bugs, routing issues, workflow failures) across cross-functional stakeholders , then owning the RCA and ensuring fixes stick
- Distilling agent and frontline feedback into structured insights that close the loop between what's happening on the ground and what gets built
The ideal candidate will have 5+ years of experience in product operations, trust & safety, program management, or equivalent analytical operations role. They should be a 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 is also essential.
send to be comfortable in ambiguity, calm under pressure, and clear in written and verbal communication with executive audiences.