Airbnb
ManagerBusinessProcessImprovement
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“Manager Business Process Improvement at Airbnb. Skills: Business Process Improvement, Process Engineering, Continuous Improvement, Systems Thinking. Manage a team of analysts. Build team capabilities”
What You'll Achieve.
Outcome ownership; Achieve objective
Industry & Context.
Problem solving; Systems thinking; Root cause analysis; Creative problem solving; Analytical skills
Travel up to 20%
What They're Looking For.
Must Have
7+ years experience customer support operations, 7+ years process management, 7+ years process improvement, 10+ years domain experience, Process analysis at scale, Improvement methodologies using multiple technologies, Design processes for AI-readiness, Engineer systems for AI, Systems thinking lens to process design, Identify upstream root causes, Identify downstream impacts, Experienced people leader, Leading teams through operating discipline shift, Building capability and culture, Leading organizational change, Stakeholder alignment, Communication planning, Adoption measurement, Lean/Six Sigma Black Belt, Process management expertise, Leading and coaching complex process improvements, Interact and communicate with people at all levels, Work collaboratively with wide range of stakeholders, Lead and influence, Express opinions, Structure arguments clearly, End-to-end customer journey focus, Customer-centric outcomes focus, Develop business processes in customer support, Balance multiple stakeholder interests, Creative problem solving skills, Analytical skills, Pragmatic sense of how to get things done
Nice to Have
Bachelor's Degree in Industrial Engineering, Bachelor's Degree in Engineering, Agile experience, Service design experience, Other relevant experience
What You'll Do.
Manage a team of analysts
Build team capabilities
Lead team in operating
Apply systems thinking to initiatives
Map full upstream and downstream context
Identify where the real problem lives
Lead change management for process transitions
Ensure new designs are adopted
Ensure change is sustained
Contribute to strategy and evolution
Provide recommendations to decisions
Execute in alignment with strategic objectives
Make decisions on best approaches
Identify opportunities for improvement
Identify opportunities for redesign
Apply process analysis tools
Apply process design tools
Apply automation tools
Drive future state processes
Maintain execution ownership end-to-end
Continuously improve customer journey
Continuously improve employee journey
Manage demands and resourcing
Partner with Product and Technology teams
Ensure process requirements inform tooling
Engineer new capabilities
Implement ways of working
Provide clear direction
Drive Process Engineering maturity
Embed discipline principles
Evaluate process design standards
Reduce customer burden
Measure processes from day one
Automate processes over time
Develop team of problem solvers
Support stakeholders with leadership perspective
Hold team accountable to outcome ownership
Track results post-launch
Iterate until objective is achieved
Communicate with stakeholders
Improve as part of holistic approach
How You'll Work.
Team & Collaboration
Cross-functional partners; Community Support; Operational working groups; Broader business stakeholders; Product and Technology teams
Communication Scope
Communicate with stakeholders
Process & Methodology
Roadmap management, Initiative management
Full Job Description
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 f
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