Lead Business Process Improvement

About the role

The Business Process Improvement team focuses on improving processes across all Community Support. Our team is a global team of process improvement professionals who help bring cross-functional partners from across CS and Airbnb together to operationalize new processes, analyze current processes for improvement opportunities, and scale solutions across a global network. We follow general business process engineering principles and practices, as well as leveraging Lean Six Sigma methodologies in our improvement projects.

As a Business Process Improvement (BPI) Lead you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community. You will deliver new process designs and process improvements for key priority Community Support (CS) Roadmap programs, where you will take on responsibilities for process analysis, process design, pilot design and execution, and control plan development to improve the user experience. You will work cross-functionally with other Shared Services functions, Policy, and Product teams to lead the process impact assessment and subsequent process design for high priority changes. You will drive continuous improvement with these cross functional partners to increase overall operational efficiency, customer experience, and process quality. You will use and improve AI tools in order to design and implement process measurement systems, analyze process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts. You will validate analytics with your data partners. You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year.

Responsibilities

• Lead large cross-functional process engineering initiatives from problem definition through measurable outcomes, applying the full suite of Lean Six Sigma tools and a structured process engineering framework across four disciplines: understanding the problem and its system context, designing reliable and measurable solutions, grounding those solutions in operational reality, and evolving them as conditions change
• Apply systems thinking: mapping full upstream and downstream context before prescribing solutions, identifying where the real problem lives rather than where it surfaces
• Design processes for AI-readiness and automation, including designing around three standards: reduce agent and customer burden, measurable from day one, and ability to be automated or self-correcting over time
• Build AI prototypes to communicate and validate process designs, using AI tools, workflow automation platforms, and lightweight modeling approaches to test the viability of new process architectures before committing to full implementation
• Use basic process simulation to model how a designed process will behave under real-world conditions, stress-testing assumptions about volume, variation, and failure modes before a design is deployed
• Continuously improve process designs of Community Support experiences that document the full interaction across the customer journey, agent processes, product features, and policies, informing multi-year roadmap planning
• Implement process measurement systems from the start of every design: establish KPIs, deploy statistical process control methods, and track outcomes post-launch to confirm improvements hold
• Lead change management for process transitions, ensuring new designs are adopted effectively by agents, teams, and partners and that improvements are sustained over time
• Partner with Product and Technology teams to translate process requirements into tooling specifications, ensuring AI and other product capabilities are engineered around how agents and customers actually work
• Collaborate cross-functionally with stakeholders across Product, Engineering, Data Analytics, and Operations to align priorities and drive trade-off decisions grounded in data
• Communicate progress and findings to leadership, distilling complex analysis into clear narratives with a line of sight to measurable outcomes
• Organize work, keep project stakeholders updated, and work autonomously to drive progress across stakeholders

Requirements

• Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field
• 5+ years of post-graduate experience in operations (industrial engineering or similar preferred experience)
• Advanced knowledge of customer service and contact center operations
• Lean Six Sigma Green Belt or Black Belt certified or equivalent process engineering expertise
• Additional consideration given to Agile, service design, and Industrial and Systems Engineering experience