Business Process Improvement Manager

🕒 2 days ago

🇺🇸 United States – Remote

💵 $156k - $195k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Business Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Develop business strategies within Service Optimization and Community Support across people, process, and technology • Lead operationalization of strategies across Community Support and cross-functional teams including Policy, Finance, and Product • Lead complex, large-scale, cross-functional process engineering initiatives from problem definition through measurable outcomes • Apply Lean Six Sigma tools and a structured process engineering framework • Apply and coach systems thinking to identify upstream root causes and downstream impacts • Design processes for AI-readiness and automation by default • Build AI prototypes using AI tools, workflow automation platforms, and lightweight modeling approaches • Use process simulation to stress-test volume, variation, and failure-mode assumptions • Develop and continuously improve Community Support process designs across customer journeys, agent processes, product features, and policies • Establish KPIs, deploy statistical process control methods, and track post-launch outcomes • Lead change management and ensure adoption and sustained improvements • Build and scale process engineering, systems thinking, and AI-ready design competency • Partner with Product and Technology to translate process requirements into tooling specifications • Collaborate with Product, Engineering, Data Analytics, and Operations stakeholders • Communicate progress and findings to senior leadership with clear narratives tied to measurable outcomes

🎯 Requirements

• 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, with at least 7 years in a customer support operations environment (preferred) • Lean Six Sigma Black Belt certified or equivalent process engineering expertise • Additional consideration for Agile, service design, and Industrial and Systems Engineering experience • Experience building AI prototypes and proof-of-concept workflow automations using AI tools, no-code or low-code platforms, or scripting • Mastery of designing processes for AI-readiness and automation • Experience applying systems thinking to process design • Advanced statistical and data-driven analytical skills, including statistical process control, regression analysis, and measurement system analysis • Experience using process simulation tools • Experience driving organizational change, including stakeholder alignment, communication planning, and adoption measurement • Ability to communicate with people at all organizational levels, including senior leadership • Ability to collaborate with stakeholders, influence, structure arguments clearly, and drive alignment without formal authority • Focus on end-to-end customer journey and customer-centric outcomes • Experience developing business processes in customer support operating models • Ability to navigate ambiguity with creative problem-solving and strong analytical skills • Ability to manage multiple complex initiatives simultaneously with minimal direction • Excellent verbal and written communication skills • Ability to travel up to 20% of the time • Must live in a state where Airbnb, Inc. has a registered entity

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Remote work eligibility • Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager • Reasonable accommodations throughout the recruitment process

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