Platform Lead, Trust Tools

The Community You Will Join:

The Platform Lead for Trust Tools, will define the vision and drive the roadmap for the internal tools that power Trust investigations. The goal is to  build high‑leverage, agent‑centric products and agentic decisioning capabilities that improve decision accuracy and speed of decisions while structurally lowering the unit cost to operate. The lead is responsible to  streamline end‑to‑end workflows, introduce automation where it’s defensible, and elevate the best‑in‑class agent experience that enables investigators to focus on the highest‑value decisions. The lead will partner with Trust operations to map out current investigative workflows, identify bottlenecks and translate those pain points into pragmatic product requirements and measurement outcomes. 

The Difference You Will Make:

Building best-in-class agent tools is a declared organization-wide goal for Fraud and Safety Operations (FSO) teams. Achieving this goal is essential for running operations efficiently at scale and delivering long-term organizational impact, furthering organizational goals on key automation and workflow optimizations, and investigator productivity gains.

A Typical Day: 

• Define and execute on a robust product vision and roadmap for Airbnb operations.  
• Lead a cross-functional working group of engineers, data scientists, designers, operations experts, and cross functional teams to ensure alignment, execution, and successful product launches.
• Lead the strategy for improving agent efficiency through  automations, balance between agent worthy tasks and end user experience 
• Ship intuitive, performant investigator tools (case management, evidence surfaces, decisioning consoles) that reduce cognitive load and clicks‑to‑decision.
• Instrument and review core metrics (e.g., time‑to‑first‑action, handle time, decision quality, false omission, automation rate, cost per case) and run experiments to improve them.
• Drive workflow and rules engine improvements with engineering to simplify orchestration,and actively deprecates old workflows that no longer scale to business needs
• Closely coordinate with cross-functional teams, including Global Operations, Policy, Product, and Shared Services (content, workflow, training) teams to ensure alignment, clear dependencies, and streamlined execution and launches.
• Define goals and success with clearly measurable objectives and key results by partnering with other cross functional leaders.
• Communicate concisely and influence outcomes.
• Present product roadmap and status to the business and Airbnb leadership on an ongoing basis.

Your Expertise:

• 10+ years product management experience
• Excellent written and verbal communication skills, with the ability to effectively engage a diverse audience that includes C-level executives, product teams, and technical stakeholders on a global scale
• Strong analytical, troubleshooting, and problem-solving skills
• Experienced in design, and hypothesis driven product development
• Entrepreneurial drive to achieve stretch goals in an innovative, fast-paced environment
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams
• Comfortable in an ambiguous matrixed organization