Lead Business Process Improvement

Airbnb

12h•$132,000 - $155,000•Remote

About The Position

The Business Process Improvement (BPI) Lead drives large-scale, cross-functional improvement projects to improve customer support for Airbnb’s community. The role delivers new process designs and improvements for priority Community Support roadmap programs, encompassing process analysis, design, pilot execution, and control-plan development. It partners with Shared Services, Policy, Product, Technology, Engineering, Data Analytics, and Operations to assess impacts of high-priority changes, design effective processes, improve operational efficiency and quality, and enhance customer experience. The role uses Lean Six Sigma and structured process-engineering practices to understand problems in their broader system context, design reliable and measurable solutions, test them against operational realities, and evolve them as conditions change. It designs processes for AI-readiness and automation, builds prototypes to test process architectures, and uses process simulation to assess volume, variation, and failure modes. It establishes measurement systems, KPIs, and statistical process controls from the outset, analyzes process data, validates analytics with data partners, and uses results to guide decisions and continuous improvement. The BPI Lead also manages change and transitions improvements into operations to sustain results, including supporting feature launches throughout the year. The role communicates progress and findings to leadership, keeps stakeholders informed, and works autonomously across multiple initiatives. This is a US remote-eligible position; occasional Airbnb office work or offsite attendance may be agreed with the manager. The employee must live in a state where Airbnb, Inc. has a registered entity, and the role may require travel up to 20% of the time.

Requirements

5+ years of post-graduate experience in operations; industrial engineering or similar experience is preferred.
Advanced knowledge of customer service and contact center operations.
Lean Six Sigma Green Belt or Black Belt certification, or equivalent process-engineering expertise.
Demonstrated ability to use AI to improve quality and efficiency within internal workflows.
Demonstrated ability to design processes for AI-readiness and automation.
Proven ability to apply systems thinking to process design, identify upstream root causes, and trace downstream impacts.
Strong statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis.
Ability to navigate ambiguity with creative problem-solving, strong analytical skills, and a pragmatic approach.
Ability to manage multiple initiatives simultaneously with minimal direction.
Excellent verbal and written communication skills.
Ability to travel up to 20% of the time.

Nice To Haves

Bachelor’s degree in Industrial Engineering, Engineering, or a related field.
Industrial engineering experience.
Agile experience.
Service design experience.
Industrial and Systems Engineering experience.

Responsibilities

Lead large cross-functional process-engineering initiatives from problem definition through measurable outcomes, applying Lean Six Sigma tools and a structured process-engineering framework.
Map upstream and downstream system context and identify root causes before prescribing solutions.
Design processes for AI-readiness and automation, with a focus on reducing agent and customer burden, enabling measurement from day one, and supporting future automation or self-correction.
Build AI prototypes using AI tools, workflow automation platforms, and lightweight modeling approaches to communicate and validate process designs.
Use process simulation to test designs against real-world volume, variation, assumptions, and failure modes before deployment.
Continuously improve Community Support process designs and document customer journeys, agent processes, product features, and policies to inform roadmap planning.
Establish process measurement systems, KPIs, statistical process controls, and post-launch outcome tracking.
Lead change management and transition new process designs into operations to support adoption and sustained results.
Partner with Product and Technology teams 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.
Use and improve AI tools, create queries, and use data analytics to support process-improvement efforts; validate analytics with data partners.
Deliver improvement projects with measurable positive impact and propose continuous-improvement projects.
Communicate progress and findings to leadership, translating complex analysis into clear narratives tied to measurable outcomes.
Organize work, keep project stakeholders updated, and autonomously drive progress across stakeholders.
Manage multiple initiatives simultaneously and travel as needed, up to 20% of the time.