[Hiring] Lead Business Process Improvement @Airbnb

Role Description

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.

• Deliver new process designs and process improvements for key priority Community Support (CS) Roadmap programs.
• Take on responsibilities for process analysis, process design, pilot design and execution, and control plan development to improve the user experience.
• Work cross-functionally with other Shared Services functions, Policy, and Product teams.
• Drive continuous improvement with cross-functional partners to increase overall operational efficiency, customer experience, and process quality.
• Use and improve AI tools to design and implement process measurement systems, analyze process data, and drive decision making.
• Create queries and utilize data analytics tools to support process improvement efforts.
• Validate analytics with data partners.
• Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results.

Qualifications

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
• 5+ years of post-graduate experience in operations (industrial engineering or similar preferred experience).
• Advanced knowledge of customer service and contact center operations.
• Lean Six Sigma Green Belt or Black Belt certified or equivalent process engineering expertise.
• Demonstrated ability to use AI to improve quality and efficiency within internal workflows.
• Proven experience applying systems thinking to process design.
• Strong statistical and data-driven analytical skills.
• Excellent verbal and written communication skills.
• Ability to travel up to 20% of time.

Requirements

• Ability to navigate ambiguity with creative problem-solving.
• Ability to manage multiple initiatives simultaneously with minimal direction.

Benefits

• Base pay range: $132,000 — $155,000 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.

Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.