Lead Business Process Improvement
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Job Description
Lead large-scale process improvement for Airbnb’s global Community Support operations. Design AI-ready workflows, analyze data, and deliver measurable operational improvements.
Responsibilities:
- Drive large-scale, cross-functional process improvement projects for Community Support.
- Deliver process analysis, process design, pilot design and execution, and control plan development for priority Community Support roadmap programs.
- Lead process impact assessments and process design for high-priority changes with Shared Services, Policy, and Product teams.
- Improve operational efficiency, customer experience, and process quality through continuous improvement.
- Use and improve AI tools to design and implement process measurement systems, analyze process data, and support decision-making.
- Create queries and use data analytics tools to support process improvement efforts; validate analytics with data partners.
- Deliver improvement projects with measurable positive impact and transition solutions to operations for sustained results.
- Lead cross-functional process engineering initiatives from problem definition through measurable outcomes using Lean Six Sigma tools and structured process engineering frameworks.
- Apply systems thinking and design processes for AI-readiness and automation.
- Build AI prototypes using AI tools, workflow automation platforms, and lightweight modeling approaches.
- Use basic process simulation to test process designs under real-world conditions.
- Implement KPIs, statistical process control methods, and post-launch outcome tracking.
- Lead change management for process transitions and sustain improvements.
- Partner with Product and Technology teams to translate process requirements into tooling specifications.
- Collaborate with Product, Engineering, Data Analytics, and Operations stakeholders.
- Communicate progress and findings to leadership and organize work autonomously.
Requirements:
- Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
- 5+ years of post-graduate experience in operations; industrial engineering or similar preferred experience.
- Advanced knowledge of customer service and contact center operations.
- Lean Six Sigma Green Belt or Black Belt certification or equivalent process engineering expertise.
- Additional consideration for Agile, service design, and Industrial and Systems Engineering experience.
- Demonstrated ability to use AI to improve quality and efficiency within internal workflows.
- Demonstrated ability to design processes for AI-readiness and automation.
- Proven experience applying systems thinking to process design, identifying root causes upstream and tracing impacts downstream.
- Strong analytical skills and pragmatic problem-solving ability.
- Ability to manage multiple initiatives simultaneously with minimal direction.
- Strong statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis.
- Excellent verbal and written communication skills.
- Ability to travel up to 20% of the time.
- Must live in a state where Airbnb, Inc. has a registered entity.
Benefits:
- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Remote-eligible work arrangement
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities
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