Product Operations Lead

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The organization was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

The Product Operations team is the analytical and strategic backbone of Fraud and Safety Investigations (FSI) at the organization. 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. You'll join a team that thrives when the data tells a complicated story — and knows how to make it actionable.

The Difference You Will Make:

You'll 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. Your insights won't just inform; they'll move roadmaps.

A Typical Day:

• Mine operational data to surface root causes, not just symptoms, and translate findings into business recommendations that shape product and policy priorities
• Own the narrative for weekly business reviews (WBRs): explain why metrics moved, surface root causes, and drive accountability for follow-through
• Partner with Product and Engineering to influence roadmaps, represent operational realities in planning cycles, and hold teams accountable to ops readiness
• Monitor queue health, SLA adherence, and decision accuracy; escalate systemic risks before they compound
• Detect, triage, and coordinate resolution of operational breakages (bugs, routing issues, workflow failures) across cross-functional stakeholders — then own the RCA and ensure fixes stick
• Distill agent and frontline feedback into structured insights that close the loop between what's happening on the ground and what gets built

Your Expertise:

• 5+ years in product operations, trust & safety, program management, or equivalent analytical operations role
• Proven ability to influence skeptical stakeholders using data as the primary lever. You don't just report what happened, you explain why and what to do about it
• 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
• Strong analytical toolkit: SQL preferred, Excel proficiency required, comfort with AI tools a plus
• Project management experience (Asana or equivalent) and ability to drive accountability across teams you don't directly control
• Comfortable in ambiguity, calm under pressure, and clear in written and verbal communication with executive audiences

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where the organization has a registered entity.

Our Commitment To Inclusion & Belonging:

The organization is committed to working with the broadest talent pool possible. The company believes 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.

The company strives to also provide a disability inclusive application and interview process.

How We'll Take Care of You:

Job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$106,000—$125,000 USD