About the role

Product Operations Lead

Lead cross-functional operational strategy for Fraud and Safety Investigations (FSI) at Airbnb, using analytical insights to drive product decisions, mitigate risk, and ensure launch readiness.

Role Overview

Join the Product Operations team supporting Fraud and Safety Investigations (FSI).
Translate complex operational data into business decisions and close the loop between frontline agent insights and product strategy.
Lead one or more operational domains (e.g., fraud detection, listing verification, content moderation).

Responsibilities

Mine operational data to identify root causes (not just symptoms) and convert findings into business recommendations.
Own the narrative for Weekly Business Reviews (WBRs): explain metric movement, surface root causes, and drive follow-through accountability.
Partner with Product and Engineering to influence roadmaps and represent operational realities in planning cycles.
Monitor operational health: queue health, SLA adherence, and decision accuracy; escalate systemic risks early.
Detect, triage, and coordinate resolution of operational breakages (e.g., bugs, routing issues, workflow failures), then own the RCA and ensure fixes stick.
Distill agent/frontline feedback into structured insights that inform what gets built.

Requirements

5+ years in product operations, trust & safety, program management, or an equivalent analytical operations role.
Proven ability to influence skeptical stakeholders using data to drive decisions.
Strong root-cause analytical thinking with a bias toward actionable recommendations.
Experience building feedback loops that translate frontline input into business change.
SQL preferred and strong Excel proficiency required.
Project management experience (e.g., Asana or equivalent) and ability to drive accountability across teams.
Comfortable in ambiguity; calm under pressure; clear written and verbal communication with executive audiences.

Nice to Have

Comfort with AI tools.

About Airbnb

Airbnb is a global online marketplace that connects hosts with guests, enabling unique stays and experiences across nearly every country. The company has grown since 2007 and operates at massive scale with a strong focus on trust, safety, and community.

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