Process Strategy and Optimization Lead

Details

The Process and Strategy Optimization (PSO) team within Fraud and Safety Operations supports Airbnb’s mission of protecting its community and strengthening trust across the platform. The team owns and executes the operational excellence strategy for the fraud and safety investigations team, driving programs that improve quality, efficiency, user experience, and cost.

As the Process Strategy and Optimization Manager, you will drive large-scale, cross-functional initiatives that advance the strategic goals of Fraud and Safety Operations. You will solve complex business problems in an ambiguous, global operating environment and lead programs that improve quality, efficiency, user experience, and cost.

Responsibilities

• Drive operational excellence across key programs aligned with the strategic goals of the Fraud and Safety Operations team.
• Lead end-to-end process improvement efforts, including business case development, measurement systems, root cause analysis, solution development and launch, and control and feedback mechanisms.
• Translate business and operational requirements for cross-functional platform product, tools, policy, engineering, and shared services teams.
• Build strategic alignment with stakeholders so operational goals are incorporated into system design, roadmap prioritization, and delivery plans.
• Identify process improvement and innovation opportunities using operational data, customer insights, and market trends.
• Serve as a subject matter expert on workflows, tools, and processes across Fraud and Safety Operations.
• Apply and execute AI in operations to minimize waste, streamline processes, and improve consistency.
• Lead cross-functional project teams, manage dependencies, communicate risks, and ensure initiatives are delivered on time and within budget.
• Champion continuous improvement and Lean and Six Sigma principles through training, mentoring, and hands-on leadership.
• Define and track key performance indicators (KPIs) to measure impact and identify optimization opportunities.
• Promote a data-driven culture informed by analytics and operational insights.

Requirements

• Bachelor’s or Master’s degree in Engineering, Science, or a related field. Management consulting, industrial engineering, or a similar background is preferred.
• 6+ years of experience driving operational excellence across large-scale operations, with a proven track record of results.
• Demonstrated experience with continuous improvement and operational optimization in complex, global organizations.
• Strong data-driven problem-solving skills and experience defining and measuring KPIs.
• Experience implementing quality assurance frameworks and process governance.
• Ability to influence cross-functional teams and senior stakeholders in a matrixed environment.
• Strong organizational, project management, and stakeholder communication skills.
• Ability to manage multiple priorities and deliver results in a fast-paced environment.
• Self-starter with ownership, initiative, and autonomy.
• Lean/Six Sigma Black Belt, PMP certification, or comparable qualification is a plus.
• Strong ethics, integrity, resilience, and bias for action.
• Entrepreneurial drive and ability to thrive in ambiguity.
• Strong customer and stakeholder orientation.
• Exceptional communication, interpersonal, negotiation, consensus-building, and cross-functional leadership skills.

Location

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. You must live in a state where Airbnb, Inc. has a registered entity.

Compensation

The base pay range is $106,000–$125,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Accessibility

Airbnb encourages qualified individuals from all backgrounds to apply and provides a disability-inclusive application and interview process with reasonable accommodations available upon request.