Lead Business Process Improvement

🕒 October 19

🇺🇸 United States – Remote

💵 $132k - $155k / year

⏰ Full Time

🟠 Senior

⚙️ 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

• Drive large-scale, cross-functional process improvement projects for Community Support • Deliver process analysis, process design, pilot design and execution, and control plan development for priority roadmap programs • Lead process impact assessments and process design with Shared Services, Policy, and Product teams • Drive continuous improvement to increase operational efficiency, customer experience, and process quality • Use and improve AI tools to design and implement process measurement systems • Create queries, use data analytics tools, and validate analytics with data partners • Deliver measurable improvement projects and transition solutions to operations for sustained results • Lead process engineering initiatives from problem definition through measurable outcomes using Lean Six Sigma tools • Apply systems thinking to map upstream and downstream process context and identify root causes • Design processes for AI-readiness and automation • Build AI prototypes using AI tools, workflow automation platforms, and lightweight modeling approaches • Use basic process simulation to stress-test process designs • Establish KPIs, deploy statistical process control methods, and track post-launch outcomes • Lead change management for process transitions • Partner with Product and Technology teams to translate process requirements into tooling specifications • Collaborate with Product, Engineering, Data Analytics, and Operations stakeholders • Communicate progress and findings to leadership • Organize work, update stakeholders, and work autonomously

🎯 Requirements

• 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 • Additional consideration for Agile, service design, and Industrial and Systems Engineering experience • 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, including statistical process control methods, regression analysis, and measurement system analysis • Excellent verbal and written communication skills • Ability to travel up to 20% of time • Must live in a state where Airbnb, Inc. has a registered entity

🏖️ Benefits

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

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