Product Operations Lead, Trust

The Community You Will Join: 

Airbnb’s Trust Product Operations team sustains platform integrity by driving daily operational excellence, influencing product and policy decisions, and translating on-the-ground insights into strategic action. In this role, you’ll serve as the connective tissue between frontline teams and cross-functional partners—Product, Engineering, Policy, and beyond—ensuring our operations are consistent, resilient, and scalable.

The Difference You Will Make:

In the Product Support Job Family, you will provide subject matter expertise and analytical skills to connect operations and product initiatives specific to your Specialization(s) and cross functional team(s). You liaise between your Specializations cross functional teams (Including Product, Data Science and Engineering) and Trust Operations. You work to improve alignment and communication between the two. You represent and advocate for your respective Operational roadmap & agenda, along with your respective working group roadmap to inform and prepare for Product initiatives.  You communicate the impact of Product changes & launches to your Operations teams, as well as ensure Product understands the operational impact of any changes and launches. 

You will drive improvements to our defenses and detection by identifying areas of product and operational efficacy and accelerating product improvement by building a robust feedback channel between Trust frontline teams and Product, Engineering and Policy teams. You will champion a comprehensive roadmap to drive efficiency and efficacy in our operations and move the needle on accuracy, efficiency, and fraud prevention.

You work to identify operational efficiency and efficacy by worktype and work with other Trust Ops teams, Product Management, Engineering, CS, Policy teams to define the right strategy and help operationalize it.

A Typical Day: 

• Work as the central POC between Product and Operations with increased scope and complexity within specialization(s) including an expanded senior stakeholder group.
• Works with a moderate level of guidance and may provide informal guidance to new team members. 
• Liaise between Operations and Product, balancing the needs of both as you support Initiatives based on Trust priorities (e.g. platform impact, business priorities, worktype volume, users impacted, revenue impact, and other relevant metrics).
• Employ a thorough understanding of Ops Capacity, metrics and trends throughout Product planning and projects.
• Employ knowledge of Product defenses, changes and launches, to improve and streamline the end-user journey and experience, product performance and workability and Operations agents’ experience.
• Maintain working knowledge of all operational products that fall within your remit. Identify and drive product enhancements, bug fixes, and Ops requirements within your cross functional team(s).   
• Drive material impact in efficiency and fraud/risk efficacy metrics, including accuracy and speed of decision-making, by using your deep analytical and technical skills.
• Advocate for Operations. 
• Own Communication between Operations and Product, ensuring awareness and clarity around initiatives, launches, challenges and requirements from both. 
• Build relationships with Product Managers, Data Science and Engineering teams supporting your Specialization and act as their point of contact for Operational insight.
• Participate in Product planning cycles, strategy sessions, and launch discussions with other Trust and business teams.
• Ensure product-related bugs are vetted, reported, and prioritized for resolution by the Product team.
• Work with Project and Program managers, as well as cross-functional Ops teams to ensure that your assigned Product initiatives and launches follow the formal project lifecycle, are incubated or piloted (when appropriate), and operationalized for launch.
• Vet and support iteration on product solutions and Ad-hoc Operations processes for emergency situations that require immediate attention and mitigation. 
• Identify, request, and follow-up on support and resource requests to cross functional teams including: SMEs, Trust Analytics, and Knowledge Management. 
• Manage Root Cause Analysis requests by resolving them yourself or, due to volume or other factors, by requesting appropriate support and keeping stakeholders informed throughout the process. 
• Input, and provide feedback on ideas for scaling and use of technology to the Frontline Tech, Ops Tech Scalability and front line Operations teams in order to continuously improve metrics. 
• Explains and simplifies complex information surrounding the end to end flow from Product defenses to agent workflow.  
• May assist in managing and improving team processes, such as vetting and triaging incoming work requests.
• Influential in Trust planning and similar activities.

Your Expertise:

• 6+ years experience or 2+ years experience with relevant education that provides similar experience.
• Excellent interpersonal and communication skills, and presentation skills.
• Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities.
• Strong investigative ability, organizational, and analytical skills. 
• Ability to detect vulnerabilities in existing and new products or features.
• Desire to work in fast-paced and rapidly changing environment. Ability to multi­task, learn and adapt to new technologies.
• Ability to remain calm in time sensitive situations; able to prioritize and respond to cross-­functional team needs.
• Ability to analyze data for patterns and detail oriented:­ you do your due diligence when completing an investigation.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Offices: United States