Overview: Join Airbnb, a pioneering platform that has transformed the way people experience travel since its inception in 2007. With a vibrant community of over 5 million hosts and 2 billion guest arrivals worldwide, Airbnb continues to foster authentic connections between travelers and local cultures.
The Community You Will Join: As part of the Product Operations team, you will play a crucial role in supporting the Fraud and Safety Investigations (FSI) department. This team serves as the analytical and strategic core, turning intricate operational data into impactful business strategies. You will collaborate with Product, Engineering, Analytics, and Policy teams to ensure that insights from frontline agents are effectively integrated into product strategies, enabling actionable outcomes.
The Difference You Will Make: In this role, you will oversee one or more operational domains, such as fraud detection or content moderation, and manage a key strategic workstream. Your leadership will directly influence how FSI operates, minimizes risks, and introduces innovative capabilities. Your ability to identify root causes will shift product priorities, drive effective decision-making, and guarantee operational readiness for significant launches.
Your contributions will not only inform but also shape the product roadmap.
A Typical Day: - Analyze operational data to identify root causes and convert findings into actionable business recommendations that influence product and policy decisions. - Lead the narrative for weekly business reviews (WBRs), explaining metric changes, identifying root causes, and ensuring accountability for follow-up actions. - Collaborate with Product and Engineering teams to shape roadmaps, represent operational realities in planning discussions, and ensure teams are prepared for operational demands. - Monitor queue health, service level agreement (SLA) compliance, and decision-making accuracy; proactively escalate systemic risks. - Identify, manage, and resolve operational disruptions (bugs, routing problems, workflow failures) in collaboration with cross-functional stakeholders, ensuring effective resolutions. - Transform agent and frontline feedback into structured insights to bridge the gap between operational realities and product development.
Monday to Friday, 9 AM – 5 PM (full-time)
Submit your application directly to Airbnb.
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