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 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: 

Join our global BPI team spanning across the US, Canada, Ireland, South Korea, China, and India. As a key member of the Insights, Service Optimization team at Airbnb, you will lead transformative Business Process Improvement (BPI) initiatives for critical Community Support (CS) programs. Reporting directly to the BPI manager, you will collaborate closely with Experience Managers, Regional Operations Managers, and other Shared Services functions to enhance customer service processes through rigorous analysis, strategic design, and seamless execution. This role in our dynamic environment also includes leveraging Artificial Intelligence and Machine Learning to pioneer innovative solutions in customer support.

The Difference You Will Make:

As the Business Process Improvement Lead, you will lead cross-functional teams in implementing operational changes and process improvement projects globally, using Lean Six Sigma methodologies. Success in this role means delivering measurable improvements in process quality and operational efficiency, ultimately enhancing customer experience and supporting Airbnb's strategic goals.

A Typical Day: 

• Lead and support cross-functional project teams in executing operational changes and continuous improvement projects.
• Implement Lean Six Sigma methodologies to design and optimize customer service processes.
• Develop and maintain relationships with key stakeholders across Community Support and broader business units.
• Analyze operational data to identify process inefficiencies and root causes of issues.
• Develop and present business cases for process improvement opportunities to senior leadership.
• Diagram and evaluate existing processes to identify areas for enhancement.
• Mentor and coach team members to foster career growth and development.

Your Expertise:

• 5+ years of post-graduate experience in operations, preferably in customer service or contact center operations.
• Proven experience with Lean Six Sigma methodologies and process engineering.
• Strong stakeholder management skills with a track record of influencing cross-functional teams.
• Excellent communication skills with the ability to present complex data and insights clearly.
• Experience in project management and leading cross-functional initiatives.
• Intermediate SQL and Excel skills for data analysis and reporting.
• Lean Six Sigma Green Belt Certification or equivalent experience preferred.
• Ability to work effectively in a fast-paced, dynamic environment with international partners.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.