Lead Business Process Improvement

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

📋 Description

• Drive large-scale, cross-departmental process enhancement initiatives for Community Support.

• Provide process analysis, design, pilot creation and execution, along with the development of control plans for key Community Support roadmap projects.

• Direct process impact evaluations and design for critical changes in collaboration with Shared Services, Policy, and Product teams.

• Enhance operational efficiency, customer satisfaction, and process quality through ongoing improvement efforts.

• Utilize and refine AI tools to create and implement process measurement systems, analyze process data, and aid in decision-making.

• Generate queries and employ data analytics tools to bolster process improvement initiatives; validate analytics in partnership with data collaborators.

• Execute improvement projects that deliver measurable positive outcomes and transition solutions to operations for lasting results.

• Lead cross-functional process engineering projects from problem identification to measurable results utilizing Lean Six Sigma methodologies and structured process engineering frameworks.

• Employ systems thinking and design processes that are AI-ready and suitable for automation.

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

• Apply basic process simulation to evaluate process designs under practical conditions.

• Establish KPIs, implement statistical process control techniques, and track outcomes post-launch.

• Direct change management efforts for process transitions and uphold improvements.

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

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

• Report progress and insights to leadership while managing work independently.

⛳️ Requirements

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a comparable field.

• Over 5 years of post-graduate experience in operations; experience in industrial engineering or a similar field is preferred.

• Advanced understanding of customer service and contact center operations.

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

• Additional consideration for experience in Agile, service design, and Industrial and Systems Engineering.

• Proven ability to leverage AI to enhance quality and efficiency within internal workflows.

• Demonstrated capability to design processes that are ready for AI implementation and automation.

• Established experience in applying systems thinking to process design, identifying root causes upstream and tracing downstream impacts.

• Strong analytical competencies and practical problem-solving skills.

• Capacity to manage multiple projects concurrently with minimal oversight.

• Robust statistical and data-driven analytical abilities, including familiarity with statistical process control methods, regression analysis, and measurement system analysis.

• Excellent verbal and written communication skills.

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

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

🏝️ Benefits

• Bonus eligibility

• Equity eligibility

• Comprehensive benefits

• Employee Travel Credits

• Remote-eligible work arrangement

• Occasional work at an Airbnb office or participation in offsite events, as coordinated with the manager

• Reasonable accommodations during the recruitment process for applicants with disabilities