Process Improvement Specialist

Magnit Global; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Airbnb seeks a seasoned Process Improvement professional for a 2-year W-2 contract, fully remote in the United States. You will drive QA program design, standardized playbooks, and a data-driven training curriculum across four GSRM teams, delivering measurable performance metrics and operating improvements. This role requires Lean Six Sigma expertise, strong workshop facilitation, and the ability to partner with senior stakeholders in a confidential, high-trust environment.

Qualifications

• 5+ years in process improvement, operations excellence or QA.
• Lean Six Sigma Green Belt required; Black Belt preferred.
• Strong workshop facilitation with cross-functional stakeholders.

Responsibilities

• Design and implement QA program components and audit methods.
• Standardize investigative playbooks across four GSRM teams.
• Contribute to the GSRM training curriculum development.
• Support dashboard creation tracking AHT, QA pass-rate and SLA.

Skills

Workshop facilitation

Written communication

Stakeholder management

Education

Lean Six Sigma Green Belt

Black Belt preferred

Tools

Olympus

Ontic

Kodex

Job description

This is a contract role through Magnit for our client, Airbnb. This is a 2 year contract on W-2 and fully remote in the United States ONLY. This is NOT a corp to corp opportunity.

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.

About the role:

This role works directly with the GSRM Operations Development Manager to accelerate delivery of GSRM’s operational foundations; quality assurance (QA) program design, playbook standardization, training curriculum and performance metrics for GSRM.

What you’ll do:

QA Program

Support delivery of GSRM’s QA Program- drafting audit methodology, question categories, and sampling approach across GSRM’s four teams.

Facilitate interim QA/ QC workshops with GSRM’s Operations Enablement Managers (GTAP, LE Ops, GI, Insider Threat) to reduce scoring subjectivity, producing documented outputs for Operations Development Manager sign off and implementation.

Draft severity-based scoring rubrics aligned with finalized investigative playbooks; build the structured feedback loop mechanism- routing, escalation cadence, calibration process.

Coordinate automated case sampling from Olympus and Kodex with Eng/Biztech to requirements drafted by Operations Development Manager.

Playbooks and Standards

Apply Lean Six Sigma process-mapping methodology to standardize investigative playbooks across all four GSRM teams; facilitate OEM and Team Lead review and testing workshops

Draft process documentation and workflow improvements, identifying and removing ambiguity, redundancy and inefficiency across GSRM investigative workflows.

Support design of the multi-layer GSRM training curriculum- onboarding, specialization, and refreshers-including learning objectives, scenario-based assessments, and certification checkpoints.

Apply process improvement principles to ensure training content is efficient, retention focused and measurable.

Performance Dashboard

Support development of the GSRM performance dashboard, tracking AHT, QA pass-rate, first-touch resolution, and SLA adherence across all four pillars.

Contribute data analysis and process improvement insight to identify trends, gaps and optimization opportunities for the Operations Development Manager to lead and execute on.

Continuous Improvement (all workstreams)

Apply DMAIC, value-stream mapping, and root cause analysis to resolve systemic process inefficiencies, support change management and adoption tracking across GSRM teams.

What you’ll bring:

Required

Lean Six Sigma certification (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 functions

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.

Preferred

Prior Trust and Safety or compliance investigations experience

Familiarity with Case Management Platforms (e.g. Olympus, Ontic, Kodex) and partnering with Engineering/Tooling teams for process automation

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.