Product Operations Lead

Summary

Join Airbnb's Trust Product Operations team as a subject matter expert, bridging the gap between frontline teams and cross-functional partners. You will leverage analytical skills to connect operations and product initiatives, improving alignment and communication between teams. A key responsibility is to drive improvements in our defenses and detection by identifying areas for product and operational efficacy. You will champion a comprehensive roadmap to enhance efficiency and efficacy in operations, focusing on accuracy, efficiency, and fraud prevention. This role involves working with Product Management, Engineering, Customer Service, and Policy teams to define and operationalize strategies for improved efficiency. You will also be responsible for communication between Operations and Product teams, ensuring clarity around initiatives and challenges.

Requirements

• 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

Responsibilities

• 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

Benefits

• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits
• $103,000 — $121,000 USD