Brian Tolkin is the Head of Product at Opendoor. Previously, he was one of the early employees at Uber, where he was instrumental in launching and growing UberPool, UberHop, and UberExpress and started one of the first product operations teams in tech. In our conversation, we dive into: • How to enable product and ops to work well together • How to run great product reviews • How to make good decisions with limited data • How he uses the jobs-to-be-done framework at Opendoor • How to stay calm under pressure as a leader • Wild stories from his time at Uber • Challenges faced at Opendoor during the pandemic • Much more — Brought to you by: • Pendo—The only all-in-one product experience platform for any type of application: https://www.pendo.io/lenny • Explo—Embed customer-facing analytics in your product: https://explo.co/lenny • Attio—The powerful, flexible CRM for fast-growing startups: https://attio.com/lenny Find the transcript and references at: https://www.lennysnewsletter.com/p/scaling-uber-and-opendoor-brian-tolkin Where to find Brian Tolkin: • X: https://x.com/briantolkin • LinkedIn: https://www.linkedin.com/in/briantolkin/ Where to find Lenny: • Newsletter: https://www.lennysnewsletter.com • X: https://twitter.com/lennysan • LinkedIn: https://www.linkedin.com/in/lennyrachitsky/ In this episode, we cover: (00:00) Brian’s background (02:14) Career beginnings at Uber (02:49) Transitioning from product operations to product management (06:47) Product and operations synergy (10:00) Surge pricing at Uber (12:18) Scaling challenges, and stories (15:47) Opendoor and Covid adaptations (25:38) Product reviews and Jobs to Be Done (40:30) The challenges of A/B testing (42:23) Increasing conviction in solutions (44:33) Leveraging intuition in product decisions (47:07) Partnering with Zillow (52:55) Staying calm under pressure (56:25) Finding the “kernel of truth” in product management (01:00:21) Failure corner: Early days of Uber Pool (01:06:11) Lightning round and final thoughts Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com. Lenny may be an investor in the companies discussed.