156K–195K USD / year
Business Process Improvement Manager
OperationsRemote — United States
Published on 2026-10-27
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About this role
Lead large-scale process engineering initiatives across Airbnb Community Support, from identifying system-level problems to designing and measuring improved customer and agent experiences. The role emphasizes AI-ready processes, automation prototypes, process simulation, and sustained adoption.
About the company
Airbnb is a global online marketplace that connects travelers with hosts offering unique accommodations and experiences in various destinations. The platform serves individuals seeking short-term lodging as well as hosts looking to monetize their properties.
The team
Service Optimization team within the Community Service Organization; part of the Business Process Improvement team.
Stack
AI toolsWorkflow automation platformsProcess simulation tools
What you'll do
- Lead cross-functional process engineering initiatives through measurable outcomes.
- Map upstream and downstream systems to identify root causes and impacts.
- Design processes for AI-readiness, automation, reduced burden, and measurement.
- Build AI prototypes and simulate process designs before implementation.
- Establish KPIs and statistical process control systems to track results.
- Lead change management and support adoption of new processes.
- Partner with Product and Technology to translate process needs into tooling specifications.
- Communicate progress and recommendations to senior leadership.
What we're looking for
- 10+ years of experience in operations, process management, or process improvement; 7+ years in customer support operations preferred.
- Lean Six Sigma Black Belt certification or equivalent process engineering expertise.
- Experience building AI prototypes or workflow automation proofs of concept.
- Expertise in systems thinking, AI-ready process design, and automation.
- Advanced analytical skills, including statistical process control, regression analysis, and measurement system analysis.
- Experience with process simulation and organizational change management.
- Strong cross-functional communication, influence, and stakeholder alignment skills.
- Bachelor’s degree in Industrial Engineering, Engineering, or a related field preferred; ability to travel up to 20%.
Nice to have
- Agile, service design, or Industrial and Systems Engineering experience.