Description
The Business Process Improvement Manager role at Airbnb involves leading process engineering initiatives to improve the efficiency and effectiveness of Community Support operations. The successful candidate will be a senior individual contributor with expertise in process engineering, systems design, and applied AI.
Responsibilities:
- Develop business strategies within Service Optimization and Community Support across people, process, and technology.
- Lead the operationalization of strategies across Community Support and other cross-functional teams.
- Lead complex process engineering initiatives from problem definition through measurable outcomes.
- Apply systems thinking to every problem and design processes for AI-readiness and automation.
- Build AI prototypes to communicate and validate process designs.
- Use process simulation to model how a designed process will behave under real-world conditions.
- Develop and continuously improve process designs of Community Support experiences.
- Implement process measurement systems and track outcomes post-launch.
- Lead change management for process transitions and ensure new designs are adopted effectively.
- Build and scale process engineering competency and AI-ready design.
- Partner with Product and Technology teams to translate process requirements into tooling specifications.
- Collaborate cross-functionally with stakeholders to align priorities and drive trade-off decisions.
- Communicate progress and findings to senior leadership.
Requirements:
- Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
- 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.
- 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.
Benefits:
- The base pay range is $156,000-$195,000 USD.
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.