Manager Business Process Improvement

Role Description

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 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.
• Apply systems thinking to every initiative, mapping full upstream and downstream context before prescribing solutions.
• Lead change management for process transitions, ensuring new designs are adopted effectively.
• Contribute to the strategy and evolution of process engineering as an operational discipline.
• Execute in alignment with the strategic objectives of Community Support.
• Make decisions based on data-driven analyses, identifying opportunities for improvement.
• Apply the right suite of process analysis, design, and automation tools.
• Maintain execution ownership end-to-end.
• Relentless focus on continuously improving both the customer and employee journey.

Tactical Responsibilities

• Manage demands and associated resourcing of initiatives from the Community Support roadmap.
• Collaborate cross-functionally to align priorities and inform trade-offs.
• Partner with Product and Technology teams to ensure process requirements inform tooling design.
• Implement ways of working that enable efficient flow of value-based outcomes.
• Drive Process Engineering maturity by embedding the discipline's principles.
• Ensure every process design is evaluated against three standards.
• 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.
• Hold the team accountable to outcome ownership, tracking results post-launch.
• Communicate regularly with stakeholders on how the work of BPI aligns to outcomes.

Qualifications

• 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 of domain experience including process analysis, process design at scale, and applying improvement methodologies.
• Demonstrated ability to design processes for AI-readiness and automation.
• Experience applying a systems thinking lens to process design.
• Experienced people leader with a track record of leading teams through a shift in operating discipline.
• Demonstrated experience leading organizational change.
• Lean/Six Sigma Black Belt or equivalent process management expertise.
• Proven track record of leading and coaching successful complex process improvements.
• Proven ability to interact and communicate with people at all levels of the organization.
• Proven ability to work collaboratively with a wide range of stakeholders.
• Demonstrated focus on end-to-end customer journey and customer-centric outcomes.
• Prior experience developing business processes in customer support operating models.
• Demonstrated creative problem solving and analytical skills.
• Ability to travel up to 20% of time.

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

$156,000 — $195,000 USD