Business Process Improvement Manager

Airbnb

9d•$156,000 - $195,000•Remote

About The Position

The Business Process Improvement Manager is a senior individual contributor within Airbnb’s Service Optimization team in the Community Service Organization. The role advances process engineering by designing systems that prevent problems, rather than only improving existing processes. It applies systems thinking, designs processes for AI-readiness and automation by default, and builds AI prototypes to test and validate process designs before implementation. The position leads complex, cross-functional process engineering initiatives across Community Support and partner teams. It uses Lean Six Sigma methods and a structured framework to understand problem context, design reliable and measurable solutions, ground them in operational reality, and evolve them as conditions change. The role also develops process measurement systems, leads change management, builds process engineering capability, and partners with Product and Technology to shape tools around agent and customer needs. This position is US remote eligible, subject to residence in a state where Airbnb, Inc. has a registered entity. It may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Travel may be required up to 20% of the time. The role may be eligible for bonus, equity, benefits, and Employee Travel Credits. The listed base pay range is $156,000–$195,000 USD.

Requirements

10+ years of post-graduate experience in operations, process management, or process improvement.
At least 7 years of experience in a customer support operations environment is preferred.
Lean Six Sigma Black Belt certification or equivalent process engineering expertise.
Practical experience building AI prototypes and proof-of-concept workflow automations using AI tools, no-code or low-code platforms, or scripting.
Demonstrated ability to design processes for AI-readiness and automation, and to apply systems thinking to identify upstream root causes and downstream impacts.
Advanced statistical and data-driven analytical skills, including statistical process control, regression analysis, and measurement system analysis.
Experience using process simulation tools to model process behavior, test assumptions, and predict outcomes under varying conditions.
Experience driving organizational change, including stakeholder alignment, communication planning, and adoption measurement.
Ability to communicate with people at all organizational levels, including senior leadership.
Ability to collaborate with diverse stakeholders, influence without formal authority, structure arguments clearly, and drive alignment toward measurable outcomes.
Focus on end-to-end customer journeys and customer-centric outcomes.
Experience developing business processes in customer support operating models that balance multiple stakeholder interests.
Ability to navigate ambiguity with creative problem-solving, strong analytical skills, and pragmatism.
Proactive and autonomous approach, with ability to manage multiple complex initiatives with minimal direction.
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.

Nice To Haves

Bachelor’s degree in Industrial Engineering, Engineering, or a related field (preferred).
Additional experience in Agile, service design, or Industrial and Systems Engineering.

Responsibilities

Develop business strategies for Service Optimization and Community Support across people, process, and technology.
Lead operationalization of strategies across Community Support and cross-functional teams, including Policy, Finance, and Product.
Lead complex, large-scale, cross-functional process engineering initiatives from problem definition through measurable outcomes, using Lean Six Sigma tools and a structured process engineering framework.
Apply systems thinking by mapping upstream and downstream context and identifying root causes before prescribing solutions; coach others in this approach.
Design future-state processes for AI-readiness and automation, with attention to reducing agent and customer burden, measurement from day one, and automation or self-correction over time.
Build AI prototypes and use AI tools, workflow automation platforms, and lightweight modeling to test and validate process designs before implementation.
Use process simulation to stress-test assumptions about volume, variation, and failure modes before deployment.
Develop and continuously improve Community Support process designs that document customer journeys, agent processes, product features, and policies, informing multi-year roadmap planning.
Establish KPIs and statistical process control methods from the start of process designs, and track post-launch outcomes to confirm improvements are sustained.
Lead change management for process transitions and support effective adoption by agents, teams, and partners.
Build and scale process engineering competency, systems thinking, and AI-ready design across the team.
Partner with Product and Technology to translate process requirements into tooling specifications that reflect how agents and customers work.
Collaborate with Product, Engineering, Data Analytics, and Operations stakeholders to align priorities and make data-grounded trade-off decisions.
Communicate progress and findings to senior leadership, translating complex analysis into clear narratives linked to measurable outcomes.