Manager Business Process Improvement

The Service Optimization team within Global Service Optimization focuses on enhancing efficiency, effectiveness, and adaptability of Airbnb’s Community Support. You will lead a team of Business Process Improvement analysts and leads, collaborating with cross-functional partners to drive continuous improvement.

About the role

This role is a key leader within the Service Optimization team, part of the Community Service Organization. It involves deepening the team's discipline in continuous improvement and proactive process engineering, focusing on reliable, measurable, automatable, and self-correcting processes.

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.
• Lead the team in operating across both continuous improvement and proactive process engineering, applying the right discipline to each problem.
• Apply systems thinking to every initiative, mapping full upstream and downstream context before prescribing solutions and identifying where the real problem lives.
• Lead change management for process transitions, ensuring new designs are adopted effectively by agents, teams, and partners and that the change is sustained over time.
• Contribute to the strategy and evolution of process engineering as an operational discipline and lead it in practice, providing recommendations to decisions in supported business focus areas.
• Execute in alignment with the strategic objectives of Community Support, making decisions on the best approaches based on data-driven analyses, and driving opportunities for both incremental improvement and systemic redesign.
• Use the right suite of process analysis, design, and automation tools to drive well-defined future state processes at scale, maintaining execution ownership end-to-end.
• Continuously improve both the customer and employee journey in key business focus areas.

Qualifications

• 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 process optimization.
• Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve.
• Experience applying a systems thinking lens to process design, identifying upstream root causes and downstream impacts before prescribing solutions.
• Experienced people leader with a track record of leading teams through a shift in operating discipline, building the capability and culture around a higher standard.
• Experienced in leading organizational change, including stakeholder alignment, communication planning, and adoption measurement.
• Leverage Lean/Six Sigma Black Belt or equivalent process management expertise.
• Proven track record of leading and coaching successful complex process improvements.
• Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner.
• Proven ability to work collaboratively with a wide range of stakeholders, demonstrating ability to lead and influence, express opinions, and structure arguments clearly to drive alignment to measurable outcomes.
• Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
• Prior experience developing business processes in customer support operating models that balance multiple stakeholder interests.
• Demonstrated creative problem solving and analytical skills with a pragmatic sense of how to get things done.
• Ability to travel up to 20% of time.

Location

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.