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Salary: USD 132,000 - 155,000 / annual
Airbnb's Business Process Improvement team is seeking a senior process improvement professional to drive large-scale, cross-functional improvement initiatives across Community Support operations. This role focuses on designing and implementing process improvements that enhance customer support quality and operational efficiency at global scale.
You will lead end-to-end process engineering projects from problem definition through measurable outcomes, applying Lean Six Sigma methodologies and structured process engineering frameworks. Key responsibilities include: conducting process analysis and design for high-priority Community Support roadmap programs; designing processes for AI-readiness and automation; building AI prototypes and process simulations to validate designs before full implementation; establishing process measurement systems with KPIs and statistical process control methods; leading change management for process transitions; and collaborating cross-functionally with Product, Engineering, Data Analytics, and Operations teams.
Your work will involve systems thinking to map upstream and downstream context, identifying root causes rather than surface symptoms. You will use data analytics tools and AI to support improvement efforts, create queries for process analysis, and validate analytics with data partners. You will also communicate complex findings to leadership, distilling analysis into clear narratives tied to measurable outcomes.
The role requires managing multiple initiatives simultaneously with minimal direction, navigating ambiguity with creative problem-solving, and traveling up to 20% of the time. You will be responsible for delivering successful improvement projects with sustained results and transitioning solutions to operations for long-term impact.
REQUIREMENTS:
- Bachelor's degree in Industrial Engineering, Engineering, or related field (preferred)
- 5+ years of post-graduate experience in operations (industrial engineering or similar preferred)
- Advanced knowledge of customer service and contact center operations
- Lean Six Sigma Green Belt or Black Belt certification or equivalent process engineering expertise
- Demonstrated ability to use AI to improve quality and efficiency within internal workflows
- Demonstrated ability to design processes for AI-readiness and automation
- Proven experience applying systems thinking to process design
- Strong analytical skills with ability to navigate ambiguity and solve problems pragmatically
- Strong statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis
- Excellent verbal and written communication skills
- Ability to travel up to 20% of time
