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About the Role
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
The Community You Will Join:
The Business Process Improvement team focuses on improving processes across all Community Support. Our team is a global team of process improvement professionals, who help bring cross functional partners from across CS and Airbnb together to operationalize new processes, analyze current process for improvement opportunities, and scale solutions across a global network. We follow general business process engineering principles and practices, as well as leveraging Lean Six Sigma methodologies in our improvement projects.
The Difference You Will Make:
The Business Process Manager will be a senior individual contributor within the Service Optimization team, part of the Community Service Organization. This role advances the team's process engineering discipline by designing systems where problems do not occur, rather than only improving processes that already exist. The Business Process Manager delivers through deep individual expertise: applying systems thinking, engineering processes for AI-readiness and automation by default, and building AI prototypes to test and validate new process designs before full implementation. This is a role for a senior level practitioner who operates at the intersection of process engineering, systems design, and applied AI.
Your Location:
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.
Key Technical Responsibilities
- check_circle Develop business strategies within Service Optimization and Community Support across people, process, and technology.
- check_circle Lead the operationalization of strategies across Community Support and other cross functional teams such as Policy, Finance, and Product.
- check_circle Lead complex, large-scale, cross-functional process engineering initiatives from problem definition through measurable outcomes, applying the full suite of Lean Six Sigma tools.
- check_circle Apply and coach others to apply a systems thinking lens to every problem: map full upstream and downstream context before prescribing solutions.
- check_circle Design processes for AI-readiness and automation by default, engineering every future state to reduce burden and enable self-correction over time.
- check_circle Build AI prototypes to communicate and validate process designs, using AI tools, workflow automation platforms, and lightweight modeling approaches.
- check_circle Use process simulation to model how a designed process will behave under real-world conditions and stress-test assumptions.
- check_circle Develop and continuously improve process designs of Community Support experiences that document the full interaction across the customer journey.
- check_circle Implement process measurement systems from the start of every design, establishing KPIs and statistical process control methods.
- check_circle Lead change management for process transitions, ensuring new designs are adopted effectively and improvements are sustained.
- check_circle Build and scale process engineering competency, systems thinking, and AI-ready design across the team.
- check_circle Partner with Product and Technology teams to translate process requirements into tooling specifications.
- check_circle Collaborate cross-functionally with stakeholders across Product, Engineering, Data Analytics, and Operations to align priorities.
- check_circle Communicate progress and findings to senior leadership, distilling complex analysis into clear narratives.
Prerequisites & Qualifications
- check Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
- check 10+ years of post-graduate experience in operations, process management, or process improvement, with at least 7 years in a customer support operations environment (preferred).
- check Lean Six Sigma Black Belt certified or equivalent process engineering expertise.
- check Demonstrated ability to build AI prototypes and proof-of-concept workflow automations using AI tools or low-code platforms.
- check Demonstrated mastery to design processes for AI-readiness and automation.
- check Proven experience applying systems thinking to process design.
- check Advanced statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis.
- check Experience using process simulation tools to model process behavior.
- check Demonstrated experience driving organizational change, stakeholder alignment, and communication planning.
- check Proven ability to interact and communicate with people at all levels of the organization, including senior leadership.
- check Proven ability to work collaboratively and drive alignment to measurable outcomes without formal authority.
- check Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
- check Prior experience developing business processes in customer support operating models.
- check Ability to navigate ambiguity with creative problem-solving and strong analytical skills.
- check Proactive and autonomous with the ability to manage multiple complex initiatives simultaneously.
- check Excellent verbal and written communication skills.
- check Ability to travel up to 20% of time.
About Airbnb Greenhouse Board
Verified hiring organization details.
Airbnb Greenhouse Board is an active technology employer in the Technology & Software sector, known for engineering rigor and scalable systems development.