Lead, Business Process Improvement — Equity Eligible

airbnb, Inc.; San Francisco (CA); Híbrido; USD 132.000 - 155.000; Tempo integral

Resumo da vaga

Airbnb is seeking a Business Process Improvement Lead in San Francisco to drive large-scale, cross-functional process improvements across Community Support. You will design, pilot, and implement new processes, using Lean Six Sigma and AI-enabled tools to improve customer experience and operational efficiency.

You will collaborate with Product, Engineering, Data Analytics, and Operations to translate requirements into tooling specs and transition solutions to operations for sustained results.

Qualificações

• Bachelor’s degree in industrial engineering or related field.
• 5+ years of post-graduate experience in operations (industrial engineering or similar).
• Advanced knowledge of customer service and contact center operations.
• Lean Six Sigma Green Belt or Black Belt certified or equivalent process engineering expertise.
• Demonstrated ability to use AI to improve quality and efficiency within internal workflows.
• Demonstrated ability to design processes for AI-readiness and automation.
• Proven experience applying systems thinking to process design, upstream and downstream impacts.
• Ability to navigate ambiguity with creative problem-solving and strong analytical skills.
• Ability to manage multiple initiatives simultaneously with minimal direction.
• Strong statistical and data-driven analytical skills and SPC methods.
• Excellent verbal and written communication skills.

Responsabilidades

• Leads large cross-functional process engineering initiatives from problem definition through measurable outcomes.
• Apply systems thinking to map upstream and downstream context before prescribing solutions.
• Design processes for AI-readiness and automation with measurable impact.
• Build AI prototypes to communicate and validate process designs.
• Use basic process simulation to model real-world performance before deployment.
• Continuously improve process designs documenting the customer journey and policies.
• Implement process measurement systems with KPIs and SPC methods.
• Lead change management for process transitions and sustained improvements.
• Collaborate with Product and Technology to translate requirements into tooling specs.
• Communicate progress and findings to leadership with data-driven narratives.
• Organize work and drive progress autonomously across stakeholders.

Conhecimentos

Industrial Engineering

Lean Six Sigma

AI in processes

Data analytics

Cross-functional collaboration

Formação

Bachelor's Degree in Industrial Engineering or related field

Ferramentas

AI tools

Descrição da vaga

Airbnb is seeking a Business Process Improvement Lead in San Francisco to drive large-scale, cross-functional process improvements across Community Support. You will design, pilot, and implement new processes, using Lean Six Sigma and AI-enabled tools to improve customer experience and operational efficiency.

You will collaborate with Product, Engineering, Data Analytics, and Operations to translate requirements into tooling specs and transition solutions to operations for sustained results.