Lean Six Sigma QA Architect - Process Improvement

Airbnb; San Francisco (CA); Sur place; USD 62 000 - 76 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

401K

Résumé du poste

Airbnb in San Francisco is seeking a Quality & Process Improvement lead to accelerate GSRM operations foundations, QA program design, playbook standardization, and training development.

You will design metrics, dashboards, sampling methods, and a continuous improvement framework using Lean Six Sigma, DMAIC, and cross-functional collaboration with Engineering and Operations teams. The role requires strategic thinking, meticulous documentation, and effective stakeholder management.

Qualifications

• Lean Six Sigma Green Belt minimum; Black Belt strongly preferred.
• 5+ years in process improvement, operational excellence or quality assurance functions—ideally in Trust and Safety, Investigations or Compliance.
• Proven end-to-end experience in building QA programs; rubric drafting, QA methodology, feedback loop design, milestone tracking.
• Strong workshop facilitation skills with cross functional senior stakeholders and exceptional written communication.
• Proven ability to act autonomously within a defined scope and comfortable in a high trust, high confidentiality environment.

Responsabilités

• QA Program: draft audit methodology and sampling approach across four teams.
• Playbooks & Standards: standardize investigative playbooks; run review workshops.
• Training Curriculum: design multi-layer training with objectives, assessments and certification checkpoints.
• Performance Dashboard: track metrics like AHT, QA pass-rate, first-touch resolution, SLA adherence.
• Continuous Improvement: apply DMAIC and value-stream mapping to resolve inefficiencies.

Connaissances

Lean Six Sigma

Workshop facilitation

Written communication

Autonomy in scope

Metrics & dashboards

Outils

Olympus

Ontic

Kodex

Description du poste

Airbnb in San Francisco is seeking a Quality & Process Improvement lead to accelerate GSRM operations foundations, QA program design, playbook standardization, and training development.

You will design metrics, dashboards, sampling methods, and a continuous improvement framework using Lean Six Sigma, DMAIC, and cross-functional collaboration with Engineering and Operations teams. The role requires strategic thinking, meticulous documentation, and effective stakeholder management.