Lead Business Process Improvement

The role

You will drive large-scale, cross-functional improvement projects to improve customer support. You will design, pilot, and implement new processes using Lean Six Sigma and AI tools.

What you will do

• Lead large cross-functional process engineering initiatives from problem definition through measurable outcomes.
• Apply systems thinking to map upstream and downstream context.
• Design processes for AI-readiness and automation.
• Build AI prototypes to communicate and validate process designs.
• Use process simulation to model how designed processes behave.
• Continuously improve process designs of Community Support experiences.
• Implement process measurement systems and establish KPIs.
• Lead change management for process transitions.
• Partner with Product and Technology teams to translate process requirements into tooling specifications.
• Collaborate with stakeholders across Product, Engineering, Data Analytics, and Operations.

Required qualifications

• 5+ years of post-graduate experience in operations
• 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
• Demonstrated ability to design processes for AI-readiness and automation
• Proven experience applying systems thinking to process design
• Ability to navigate ambiguity with creative problem-solving and strong analytical skills
• Ability to manage multiple initiatives simultaneously with minimal direction
• Strong statistical and data-driven analytical skills
• Excellent verbal and written communication skills
• Ability to travel up to 20% of time

Nice to have

• Bachelor's Degree in Industrial Engineering, Engineering, or a related field
• Industrial engineering or similar preferred experience
• Agile experience
• Service design experience
• Industrial and Systems Engineering experience

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals. The company provides unique stays and experiences that allow guests to connect with communities.