Manager Business Process Improvement

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: - The Service Optimization team is a key operational function within Global Service Optimization, focused on making Airbnb's Community Support more efficient, effective, and adaptable. You'll lead a team of Business Process Improvement analysts and leads, working at the intersection of people, process, and technology. This role collaborates closely with cross-functional partners across Community Support, operational working groups, and broader business stakeholders to drive systemic, continuous improvement. The Difference You Will Make: - The BPI Manager will be a key leader within the Service Optimization team, part of the Community Service Organization. This role will deepen the team's discipline across both continuous improvement and proactive process engineering, designing systems where problems do not occur while continuously improving the processes that exist today. A key focus will be engineering processes that are reliable, measurable, automatable, and self-correcting by default, while driving a systemic view across people, process, and technology that keeps pace with the evolving capabilities of AI and automation. A Typical Day: Leadership Responsibilities - Manage a team of business process improvement analysts and leads. - Build and strengthen team capabilities in problem solving, systems thinking, process design, and engineering systems for AI-readiness and automation by default. - Lead the team in operating across both continuous improvement and proactive process engineering, applying the right discipline to each problem, improving what exists and designing systems that prevent failure from the start. - Apply systems thinking to every initiative, mapping full upstream and downstream context before prescribing solutions and identifying where the real problem lives rather than where it surfaces. - Lead change management for process transitions, ensuring new designs are adopted effectively by agents, teams, and partners and that the change is sustained over time. - Contribute to the strategy and evolution of process engineering as an operational discipline and lead it in practice, providing recommendations to decisions in supported business focus areas. - Execute in alignment with the strategic objectives of Community Support. - Make decisions on the best approaches based on data-driven analyses, identifying opportunities appropriate for incremental improvement and systemic redesign. - Apply the right suite of process analysis, design, and automation tools to drive well-defined future state processes at scale. - Maintain execution ownership end-to-end. Strategy without follow-through to measurable outcomes is not the standard. - Relentless focus on continuously improving both the customer and employee journey in key business focus areas. Tactical Responsibilities - Manage demands and associated resourcing of initiatives from the Community Support roadmap, operational changes, and various working groups. - Collaborate cross-functionally to align priorities and inform trade-offs. - Partner with Product and Technology teams to ensure process requirements inform tooling design and that new capabilities are engineered for how agents and customers actually work. - Implement ways of working that enable efficient flow of value-based outcomes from the team, providing clear direction when needed and removing impediments. - Drive Process Engineering maturity by embedding the discipline's principles into how the team scopes, designs, measures, and iterates on every initiative, including training and building practitioners. - Ensure every process design is evaluated against three standards: does it reduce agent and customer burden, is it measurable from day one, and can it be automated or self-correcting over time. - Develop the team of problem solvers through coaching, mentoring, and other employee engagement activities. - Support stakeholders with a leadership perspective in process improvement project scoping, definition, design, and implementation. - Hold the team accountable to outcome ownership, tracking results post-launch and iterating until the objective is achieved, not just delivered. - Communicate regularly with stakeholders on how the work of BPI aligns to outcomes and continue to improve as part of a holistic solutions-based approach. Your Expertise: - Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field. - 7+ years of experience in a customer support operations environment, process management, or process improvement field. - 10+ years

Bachelor's Degree in Industrial Engineering, Engineering, or a related field. 7+ years of experience in a customer support operations environment, process management, or process improvement field.

Lead and manage a team of business process improvement analysts and leads. Build capabilities in problem solving, systems thinking, process design, and engineering for AI-readiness and automation. Oversee continuous improvement and proactive process engineering, designing systems that prevent failure and scale. Apply systems thinking to initiatives, map upstream and downstream contexts, and identify root causes. Lead change management for process transitions and sustain adoption. Contribute to strategy and evolution of process engineering as an operational discipline. Execute with data-driven analyses to identify incremental improvements and systemic redesigns. Maintain end-to-end execution ownership and focus on improving customer and employee journeys. Manage demands and resourcing from the Community Support roadmap and working groups. Collaborate cross-functionally to align priorities and inform trade-offs. Partner with Product and Technology to integrate process requirements with tooling and capabilities. Implement ways of working that enable efficient value flow and remove impediments. Drive Process Engineering maturity across scoping, design, measurement, and iteration, including training and practitioner development. Ensure designs reduce burden, are measurable from day one, and can be automated or self-correcting over time. Hold the team accountable for outcomes, track results, and iterate toward objectives. Communicate outcomes to stakeholders and continuously improve as part of a solutions-based approach.