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Lead Business Process Improvement

Airbnb· Business Process Improvement / CS
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Hybrid (Remote - US)$132k - $155kfull-timePosted 5d ago

About the role

Lead large-scale, cross-functional process improvement projects within Community Support (CS) to design, pilot, and implement process improvements, leveraging Lean Six Sigma, AI-enabled tooling, and data analytics to enhance customer support experiences and operational efficiency.

Responsibilities

  • Lead large cross-functional process engineering initiatives from problem definition through measurable outcomes using Lean Six Sigma tools.
  • Apply systems thinking to map upstream and downstream contexts and identify root causes.
  • Design processes for AI-readiness and automation with clear standards to reduce burden and enable automation or self-correction.
  • Build AI prototypes and use workflow automation platforms to validate process architectures before full implementation.
  • Perform basic process simulation to stress-test designs under real-world conditions.
  • Continuously improve processes across customer journey, agent processes, product features, and policies; contribute to multi-year roadmap planning.
  • Implement process measurement systems with KPIs and statistical process control; track outcomes post-launch.
  • Lead change management for process transitions and ensure sustained adoption across stakeholders.
  • Collaborate with Product and Technology to translate process requirements into tooling specifications (AI-focused).
  • Coordinate with Product, Engineering, Data Analytics, and Operations to align priorities and drive data-driven trade-offs.
  • Communicate progress and insights to leadership with clear narratives tied to measurable outcomes.
  • Organize work, keep stakeholders updated, and work autonomously to drive progress.

Qualifications

  • Bachelor's Degree in Industrial Engineering, Engineering, or related field (preferred).
  • 5+ years of post-graduate experience in operations (industrial engineering or similar preferred).
  • Advanced knowledge of customer service and contact center operations.
  • Lean Six Sigma Green Belt or Black Belt certified or equivalent; Agile, service design, and Industrial and Systems Engineering experience a plus.
  • Demonstrated ability to use AI to improve quality and efficiency within internal workflows; ability to design processes for AI-readiness and automation.
  • Proven experience applying systems thinking to process design, identifying upstream root causes and downstream impacts.
  • Creative problem-solving with strong analytical skills; ability to manage multiple initiatives with minimal direction.
  • Strong statistical and data-driven analytical skills (statistical process control, regression analysis, measurement system analysis).
  • Excellent verbal and written communication skills.
  • Ability to travel up to 20% of time.

Skills

Required:Lean Six SigmaAI-enabled process designProcess measurement & analyticsSystems thinkingChange managementCommunication

Benefits

  • Pay range: $132,000—$155,000 USD (base pay)
  • Bonus eligibility, equity, benefits, and Employee Travel Credits (where applicable)
  • Disability accommodation during recruitment process
  • Remote work eligibility with possible on-site/offsite events as agreed with manager
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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