Strategic Implementation and Process Optimization Manager

Details

Airbnb's Strategic Programs & Implementation Team within Fraud and Safety Operations delivers new defenses and defense enhancements to operations teams to preserve and build trust for our community. The team ensures solutions are innovative, scalable, and deliver a world-class experience for users.

Responsibilities

• Develop and lead high-performing, cross-functional project teams within operations (Partner Management, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM, WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
• Create comprehensive end-to-end implementation plans, drive execution, launch, and post-launch control of solutions.
• Collaborate with leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
• Identify and develop operations business requirements, write business requirements documents, and partner with product & engineering teams to incorporate and prioritize ops’ needs into product requirement docs (PRDs).
• Become a domain expert in fraud and safety; design high-quality end-to-end agent investigation workflows and leverage internal Airbnb tools to architect robust, error-proofed, and streamlined processes.
• Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure production readiness.
• Drive optimal operations forecasting in collaboration with product and workforce planning teams; update plans dynamically as assumptions change.
• Ensure solutions have been rigorously tested before scaling; develop experiments, pilots, feedback channels, and pre-launch success criteria.
• Partner with training teams to develop agent training that maximizes learning and knowledge retention.
• Define key success metrics with analytics partners and ensure dashboards are created to monitor pilot, launch, and post-launch performance.
• Develop and maintain quality metric frameworks; partner with QA to drive root cause analysis of decision accuracy errors and implement preventative solutions.
• Develop hypotheses and data collection plans for issue investigation and conduct deep-dive analysis to prove or disprove hypotheses.
• Own post-launch continuous improvement efforts and delivery of lasting change against key metrics.
• Identify operational inefficiencies and opportunities for innovation to improve customer experience and optimize cost.
• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodologies through training, coaching, and leading related projects.
• Lead performance analysis by establishing KPIs and leveraging data to measure success and identify improvement areas.
• Promote a data-driven decision-making culture within the organization.

Requirements

• Master’s or Bachelor’s degree in Engineering, Science, or Operations (engineering background preferred).
• 8+ years of experience in project/program management, continuous improvement, technical program management, management consulting, or product management.
• Experienced problem solver, expert in navigating ambiguity and critical thinking.
• Experience driving continuous process improvement, including development and implementation of strategies to optimize workflows and reduce operational bottlenecks.
• Expert in process mapping and proven experience designing, improving, and implementing new processes into operational organizations.
• Excellent strategic and analytical capabilities, business acumen, and strong judgment for resolving sensitive situations.
• Ability to drive multiple concurrent initiatives in a fast-paced environment with evolving requirements.
• Proven organizational and leadership skills to motivate and influence others to drive results.
• Demonstrated ability to work effectively across functional teams and at multiple organizational levels, including technical product and engineering teams.
• Project management or Lean/Six Sigma certification is a plus; track record of contributing to a culture of continuous improvement.
• Strong stakeholder management and relationship-building skills to influence at multiple levels.
• Excellent written and verbal communication skills, with experience communicating to senior leadership.
• Highly organized, resourceful, and detail-oriented with strong follow-through in ambiguous situations.

Location & Work Model

• This position is US - Remote Eligible. Occasional work at an Airbnb office or attendance at offsites may be required as agreed with manager.
• Candidates must live in a state where Airbnb, Inc. has a registered entity (some states excluded).

Compensation & Benefits

• Base pay range: $103,000 — $121,000 USD. Role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

• Airbnb is committed to inclusion and belonging and encourages diverse applicants. Reasonable accommodations available for candidates with disabilities via [email protected].