Process Improvement Specialist (contract)

Airbnb; San Francisco (CA); On-site; USD 62,000 - 76,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Job summary

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.

Responsibilities

• 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.

Skills

Lean Six Sigma

Workshop facilitation

Written communication

Autonomy in scope

Metrics & dashboards

Tools

Olympus

Ontic

Kodex

Job description

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.

Training Curriculum

• 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
• 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.

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
• Training curriculum design experience
• Experience leveraging AI to improve workflows, operations, etc, is highly preferred

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.

Pay Rate Range: $45-$55/hr

Benefits: Medical, Dental, Vision, 401K