Description
As a Lead Business Process Improvement at Airbnb, you will drive large-scale, cross-functional improvement projects to enhance customer support for the community.
You will deliver new process designs and improvements for key Community Support Roadmap programs, focusing on process analysis, design, pilot execution, and control plan development.
Your expertise will include:
- Advanced knowledge of customer service and contact center operations
- Lean Six Sigma Green Belt or Black Belt certification
- Experience with AI tools and process measurement systems
- Strong analytical and problem-solving skills
Key Responsibilities:
- Lead cross-functional process engineering initiatives
- Design processes for AI-readiness and automation
- Implement process measurement systems and track outcomes
- Collaborate with stakeholders to align priorities and drive trade-off decisions
- Communicate progress and findings to leadership
We offer a salary range of $132,000-$155,000 USD, along with benefits, equity, and Employee Travel Credits.