Process Strategy and Optimization Lead

Role Description

The Process and Strategy Optimization (PSO) team within Fraud and Safety Operations supports the broader mission of protecting Airbnb’s community and strengthening trust across the platform. Our team owns and executes the operational excellence strategy for the fraud and safety investigations team. We drive end-to-end programs at scale which improve quality, efficiency, experience, and cost. Our work ensures solutions are innovative, scalable, and optimized; enabling us to deliver on Airbnb’s promise of safety and trust.

As the Process Strategy and Optimization Manager, you will drive large-scale, cross-functional initiatives that advance the strategic goals of Fraud and Safety Operations. You’re an excellent problem solver, and you will tackle challenging business problems amidst ambiguity within a global operation setting.

• Lead end-to-end programs that improve quality, drive efficiency, and enhance the user experience, all at the lowest possible cost.
• Be outcomes driven, with a strong bias for action.
• Manage multiple high-visibility projects simultaneously.
• Dive deep into problem spaces, understand root causes, and deliver innovative solutions that impact key business metrics.
• Impact hundreds of operations specialists while delivering a superior user experience.

A Typical Day

• Drive operational excellence across key programs aligned with the fraud and safety operations team's topline goals.
• Lead end-to-end process improvement efforts through business case development, establishing measurement systems, root cause analysis, and launching innovative solutions.
• Translate business and operational requirements to cross-functional stakeholders across product, tools, policy, engineering, and shared services teams.
• Achieve strategic alignment across stakeholders to ensure operational goals are embedded in system design and delivery plans.
• Identify opportunities for process improvement and innovation grounded in operational data, customer insights, and market trends.
• Act as a subject matter expert on workflows, tools, and processes across Fraud and Safety Operations domains.
• Thoughtfully apply AI into operations to minimize waste and drive consistency in delivery.
• Lead cross-functional project teams to deliver initiatives on time and within budget.
• Champion continuous improvement, fostering Lean and Six Sigma principles through training and mentoring.
• Define and track Key Performance Indicators (KPIs) across functional domains to measure impact and identify areas for optimization.
• Promote a data-driven culture, ensuring decisions are informed by robust analytics and operational insights.

Qualifications

• Bachelor’s or Master’s degree in Engineering, Science, or a related field (Management consulting, Industrial engineering, or similar background is preferred).
• 6+ years of experience driving operational excellence across large-scaled operations.
• Demonstrated success in continuous improvement and operational optimization in complex, global organizations.
• Strong data-driven problem-solving skills, with experience in defining and measuring KPIs.
• Experience implementing quality assurance frameworks and process governance.
• Proven ability to influence cross-functional teams and senior stakeholders.
• Strong organizational, project management, and stakeholder communication skills.
• Demonstrated ability to manage multiple priorities and deliver results in fast-paced environments.
• Self-starter with a high degree of ownership, initiative, and autonomy.
• Lean/Six Sigma Black Belt, PMP certification or comparable is a plus.

Key Competencies

• Executing for results with strong ethics, integrity, and resilience.
• Bias for action and a results-driven mindset, with a passion for quality and efficiency.
• Entrepreneurial drive, persistence, and ability to thrive in ambiguity.
• Strong customer and stakeholder orientation with a long-term strategic perspective.
• Exceptional communication and interpersonal skills, able to engage and influence diverse stakeholders.
• Open-minded, collaborative listener who builds trust through transparency and credibility.
• Skilled in negotiation, consensus building, and cross-functional leadership.

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.

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.

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.

Pay Range: $106,000 — $125,000 USD