Business Process Improvement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate business strategies focused on Service Optimization and Community Support encompassing people, processes, and technology.

• Oversee the implementation of strategies across Community Support and various cross-functional teams including Policy, Finance, and Product.

• Spearhead complex, large-scale, cross-functional process engineering projects from problem identification to measurable outcomes.

• Utilize Lean Six Sigma methodologies and a structured process engineering framework.

• Implement and mentor systems thinking to uncover upstream root causes and downstream effects.

• Create processes that are ready for AI integration and prioritize automation as a standard practice.

• Develop AI prototypes utilizing AI tools, workflow automation platforms, and lightweight modeling techniques.

• Employ process simulation to evaluate volume, variation, and failure-mode assumptions.

• Design and continuously enhance Community Support processes across customer journeys, agent interactions, product features, and policies.

• Set KPIs, apply statistical process control techniques, and monitor outcomes post-launch.

• Manage change initiatives and ensure the adoption of sustainable improvements.

• Develop and expand competencies in process engineering, systems thinking, and AI-ready design.

• Collaborate with Product and Technology teams to convert process requirements into tooling specifications.

• Work closely with stakeholders from Product, Engineering, Data Analytics, and Operations.

• Present updates and insights to senior leadership with clear narratives linked to measurable outcomes.

⛳️ Requirements

• A Bachelor’s Degree in Industrial Engineering, Engineering, or a related discipline is preferred.

• At least 10 years of post-graduate experience in operations, process management, or process improvement, with a minimum of 7 years in a customer support operations setting (preferred).

• Lean Six Sigma Black Belt certification or equivalent expertise in process engineering.

• Additional qualifications in Agile, service design, and Industrial and Systems Engineering are a plus.

• Proven experience in building AI prototypes and proof-of-concept workflow automations using AI tools, no-code or low-code platforms, or scripting techniques.

• Expertise in designing processes that are AI-ready and focused on automation.

• Experience applying systems thinking principles to process design.

• Advanced skills in statistical and data-driven analysis, including statistical process control, regression analysis, and measurement system analysis.

• Familiarity with process simulation tools.

• Experience in leading organizational transformation, including stakeholder alignment, communication strategies, and measurement of adoption.

• Strong communication skills with the ability to engage with individuals at all organizational levels, including senior leadership.

• Capability to collaborate with stakeholders, influence decisions, present arguments clearly, and foster alignment without formal authority.

• A focus on the complete customer journey and achieving customer-centric results.

• Experience in developing business processes within customer support operational frameworks.

• Ability to navigate uncertainty with innovative problem-solving and robust analytical skills.

• Proficient in managing multiple complex projects concurrently with minimal guidance.

• Exceptional verbal and written communication abilities.

• Willingness to travel up to 20% of the time.

• Must reside in a state where Airbnb, Inc. has a registered entity.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Comprehensive benefits package.

• Employee Travel Credits.

• Eligibility for remote work.

• Opportunities for occasional work at an Airbnb office or participation in offsite events, as arranged with the manager.

• Reasonable accommodations throughout the recruitment process.