[Hiring] Business Process Improvement Manager @Airbnb

Role Description

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.

• Develop business strategies within Service Optimization and Community Support across people, process, and technology.
• Lead the operationalization of strategies across Community Support and other cross-functional teams such as Policy, Finance, and Product.
• Lead complex, large-scale, cross-functional process engineering initiatives from problem definition through measurable outcomes.
• Apply and coach others to apply a systems thinking lens to every problem.
• Design processes for AI-readiness and automation by default.
• Build AI prototypes to communicate and validate process designs.
• Use process simulation to model how a designed process will behave under real-world conditions.
• Develop and continuously improve process designs of Community Support experiences.
• Implement process measurement systems from the start of every design.
• Lead change management for process transitions.
• Build and scale process engineering competency, systems thinking, and AI-ready design.
• Partner with Product and Technology teams to translate process requirements into tooling specifications.
• Collaborate cross-functionally with stakeholders across Product, Engineering, Data Analytics, and Operations.
• Communicate progress and findings to senior leadership.

Qualifications

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
• 10+ years of post-graduate experience in operations, process management, or process improvement.
• Lean Six Sigma Black Belt certified or equivalent process engineering expertise.
• Demonstrated ability to build AI prototypes and proof-of-concept workflow automations.
• Demonstrated mastery to design processes for AI-readiness and automation.
• Proven experience applying systems thinking to process design.
• Advanced statistical and data-driven analytical skills.
• Experience using process simulation tools to model process behavior.
• Demonstrated experience driving organizational change.
• Proven ability to interact and communicate with people at all levels of the organization.
• Proven ability to work collaboratively with a wide range of stakeholders.
• Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
• Prior experience developing business processes in customer support operating models.
• Ability to navigate ambiguity with creative problem-solving.
• Proactive and autonomous: able to manage multiple complex initiatives simultaneously.
• Excellent verbal and written communication skills.
• Ability to travel up to 20% of time.

Benefits

• Base pay range: $156,000 — $195,000 USD.
• Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Company Description

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.