Manager Business Process Improvement

Details

Airbnb's Service Optimization team within Global Service Optimization focuses on making Community Support more efficient, effective, and adaptable. This role leads a team of Business Process Improvement analysts and leads at the intersection of people, process, and technology, collaborating with cross-functional partners across Community Support, operational working groups, Product, and Technology to drive systemic, continuous improvement.

Responsibilities

• Manage a team of business process improvement analysts and leads.
• Build and strengthen team capabilities in problem solving, systems thinking, process design, and engineering systems for AI-readiness and automation by default.
• Lead work across continuous improvement and proactive process engineering, improving existing processes and designing systems that prevent failure.
• Apply systems thinking: map upstream and downstream context before prescribing solutions and identify root causes.
• Lead change management for process transitions, ensuring adoption and sustained change across agents, teams, and partners.
• Contribute to strategy and evolution of process engineering as an operational discipline; provide recommendations for supported business areas.
• Make data-driven decisions to identify opportunities for incremental improvement and systemic redesign.
• Apply appropriate process analysis, design, and automation tools to drive well-defined future-state processes at scale.
• Maintain end-to-end execution ownership and track measurable outcomes.
• Manage demands and resourcing for initiatives from the Community Support roadmap and operational changes.
• Collaborate cross-functionally to align priorities and inform trade-offs.
• Partner with Product and Technology teams to ensure process requirements inform tooling design and that new capabilities match agent and customer workflows.
• Implement ways of working to enable efficient flow of value-based outcomes, remove impediments, and provide clear direction.
• Embed process engineering principles into scoping, design, measurement, and iteration, including training and building practitioners.
• Ensure process designs reduce agent and customer burden, are measurable from day one, and can be automated or self-correcting over time.
• Develop the team through coaching, mentoring, and employee engagement activities.
• Support stakeholders with leadership perspective in project scoping, definition, design, and implementation.
• Hold the team accountable to outcome ownership, tracking results post-launch and iterating until objectives are achieved.
• Communicate regularly with stakeholders on alignment to outcomes and improvements.

Requirements

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
• 7+ years of experience in a customer support operations environment, process management, or process improvement field.
• 10+ years of domain experience including process analysis, process design at scale, and applying improvement methodologies using multiple technologies, tools, or platforms to drive optimization.
• Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve.
• Experience applying systems thinking to process design, identifying upstream root causes and downstream impacts before prescribing solutions.
• Experienced people leader with a track record of leading teams through shifts in operating discipline and building capability and culture.
• Demonstrated experience leading organizational change, including stakeholder alignment, communication planning, and adoption measurement.
• Lean/Six Sigma Black Belt or equivalent process management expertise. Additional consideration given to Agile, service design, and other relevant experience.
• Proven track record of leading and coaching successful complex process improvements.
• Strong communication and collaboration skills across all levels of the organization; ability to lead and influence and structure arguments to drive alignment to measurable outcomes.
• Demonstrated customer-centric focus on end-to-end journeys and outcomes.
• Prior experience developing business processes in customer support operating models balancing multiple stakeholder interests.
• Creative problem solving and analytical skills with pragmatic execution focus.
• Ability to travel up to 20% of time.

Location & Work Arrangement

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager.
• Candidates must live in a state where Airbnb, Inc. has a registered entity (see Airbnb careers page for excluded states). If employed by another Airbnb entity, recruiter will confirm eligibility.

Compensation & Other Info

• Pay Range: $156,000—$195,000 USD (base pay range; actual base pay dependent on factors such as training, transferable skills, work experience, business needs and market demands).
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Airbnb is committed to inclusion and belonging and provides disability accommodations for candidates who require them.