Business Process Improvement Manager

The role

The Business Process Manager is a senior individual contributor who designs systems to prevent problems and engineers processes for AI-readiness and automation. You will lead large-scale process engineering initiatives and build AI prototypes to validate new process designs.

What you will do

• Develop business strategies within Service Optimization and Community Support
• Lead operationalization of strategies across Community Support and cross functional teams
• Lead complex, large-scale, cross-functional process engineering initiatives
• 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
• 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

Required qualifications

• 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
• 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

Nice to have

• Bachelor's Degree in Industrial Engineering, Engineering, or a related field
• 7 years in a customer support operations environment
• Agile, service design, and Industrial and Systems Engineering experience

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

Before you apply

• You must live in a state where Airbnb, Inc. has a registered entity

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.