Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
Your skills are processed strictly in-memory and never saved to a database.
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
As a Business Process Improvement (BPI) Lead you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community. You will deliver new process designs and process improvements for key priority Community Support (CS) Roadmap programs, where you will take on responsibilities for process analysis, process design, pilot design and execution, and control plan development to improve the user experience.
You will work cross-functionally with other Shared Services functions, Policy, and Product teams to lead the process impact assessment and subsequent process design for high priority changes. You will drive continuous improvement with these cross functional partners to increase overall operational efficiency, customer experience, and process quality.
Key Technical Responsibilities
- check_circle Leads large cross-functional process engineering initiatives from problem definition through measurable outcomes, applying the full suite of Lean Six Sigma tools and a structured process engineering framework.
- check_circle Apply systems thinking: mapping full upstream and downstream context before prescribing solutions, identifying where the real problem lives rather than where it surfaces.
- check_circle Design processes for AI-readiness and automation, including designing around three standards: reduce agent and customer burden, measurable from day one, and ability to be automated or self-correcting over time.
- check_circle Build some AI prototypes to communicate and validate process designs, using AI tools, workflow automation platforms, and lightweight modeling approaches to test the viability of new process architectures before committing to full implementation.
- check_circle Use some basic process simulation to model how a designed process will behave under real-world conditions, stress-testing assumptions about volume, variation, and failure modes before a design is deployed.
- check_circle Continuously improve process designs of Community Support experiences that document the full interaction across the customer journey, agent processes, product features, and policies, informing multi-year roadmap planning.
- check_circle Implement process measurement systems from the start of every design: establish KPIs, deploy statistical process control methods, and track outcomes post-launch to confirm improvements hold.
- check_circle Lead change management for process transitions, ensuring new designs are adopted effectively by agents, teams, and partners and that improvements are sustained over time.
- check_circle Partner with Product and Technology teams to translate process requirements into tooling specifications, ensuring AI and other product capabilities are engineered around how agents and customers actually work.
- check_circle Collaborate cross-functionally with stakeholders across Product, Engineering, Data Analytics, and Operations to align priorities and drive trade-off decisions grounded in data.
- check_circle Communicate progress and findings to leadership, distilling complex analysis into clear narratives with a line of sight to measurable outcomes.
- check_circle Organizes their work, keeps project stakeholders updated, and is able to work autonomously to drive progress across stakeholders.
Prerequisites & Qualifications
- check Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
- check 5+ years of post-graduate experience in operations (industrial engineering or similar preferred experience)
- check Advanced knowledge of customer service and contact center operations
- check Lean Six Sigma Green Belt or Black Belt certified or equivalent process engineering expertise. Additional consideration given to Agile, service design, and Industrial and Systems Engineering experience.
- check Demonstrated ability to use AI to improve quality and efficiency within internal workflows.
- check Demonstrated ability to design processes for AI-readiness and automation.
- check Proven experience applying systems thinking to process design, identifying root causes upstream and tracing impacts downstream before prescribing solutions.
- check Ability to navigate ambiguity with creative problem-solving, strong analytical skills, and a pragmatic sense of how to get things done.
- check Ability to manage multiple initiatives simultaneously with minimal direction.
- check Strong statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis.
- 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.