132K–155K USD / year
Lead Business Process Improvement
OperationsRemote — United States
Published on 2026-10-19
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About this role
Lead large-scale process improvement initiatives across Airbnb Community Support, from problem analysis and process design through pilots, measurement, and operational handoff. The role applies Lean Six Sigma, systems thinking, data analytics, and AI-readiness principles to improve customer experience and operational efficiency.
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
Business Process Improvement team within Community Support
What you'll do
- Lead cross-functional process engineering initiatives from problem definition through measurable outcomes.
- Analyze end-to-end processes and design reliable, measurable improvements, pilots, and control plans.
- Use AI tools, workflow automation, analytics, and basic simulation to prototype and evaluate process designs.
- Establish KPIs and statistical process control methods, then track post-launch results.
- Lead change management and transition improved processes to operations for sustained results.
- Partner with Product, Engineering, Data Analytics, Policy, and Operations to align priorities and tooling requirements.
- Communicate progress, analysis, and recommendations to leadership.
What we're looking for
- 5+ years of post-graduate operations experience; industrial engineering or similar experience preferred.
- Advanced knowledge of customer service and contact center operations.
- Lean Six Sigma Green Belt or Black Belt, or equivalent process engineering expertise.
- Demonstrated ability to use AI to improve internal workflow quality and efficiency and design processes for automation.
- Strong systems thinking and root-cause analysis skills.
- Strong analytical skills, including statistical process control, regression analysis, and measurement system analysis.
- Ability to manage multiple initiatives autonomously and navigate ambiguity.
- Excellent verbal and written communication skills.
Nice to have
- Bachelor's degree in Industrial Engineering, Engineering, or a related field.
- Agile, service design, or Industrial and Systems Engineering experience.