The Community You Will Join: 

The Business Process Improvement (BPI) team at Airbnb is dedicated to enhancing Community Support (CS) services through the analysis and improvement of various processes. As a member of this team, you will operate in a dynamic and innovative environment where continuous improvement and excellence are core principles. This team is accountable for the execution of large-scale, cross-functional projects focused on improving operational efficiency, process quality, and user experience.

Key cross-functional partners include ACC, CS Analytics, Experience, Engineering , Product & Policy teams and various other departments within Airbnb. The BPI team collaborates closely with these partners to integrate process milestones into functional roadmaps, ensure alignment on business goals, and deliver measurable improvements in Community Support (CS) operations.

The Difference You Will Make:

As a Lead, Business Process Improvement (BPI) you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community.  You will deliver process improvements for key priority Community Support (CS) Roadmap programs, where you will take on responsibilities for process analysis and design, pilot design and execution and control plan development to improve the user experience . 

You will drive cross-functional project teams, by leading Continuous Improvement projects that will focus on the analysis and improvement of customer support services in order to increase operational efficiency, process quality, and result in outstanding customer experience.

You will partner with CS Analytics to design and implement process measurement systems, analyze process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts.

You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year

A Typical Day:

• Design and improve Community Support agents and processes and procedures.
• Collaborate with cross functional stakeholders to drive alignment on overall business goals and requirements and establish an operating rhythm to optimize process improvement while fostering innovation.
• Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.
• Performance analysis by establishing Key Performance Indicators (KPIs); leverage data to measure success and identify areas of improvement using statistical process control methods.
• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost.
• Communicates progress to stakeholders and presents opportunities for approval to senior leadership.
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.
• Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc.
• Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.

Your Expertise:

• The successful candidate will be an experienced process improvement professional with:
• Master / Bachelor Degree in Engineering, or Science and/or 6+ years of post-graduate experience in operations 
• Lean Six Sigma Green Belt or Black Belt Certified with proven experience in delivering end-to-end Six Sigma projects with measurable impact
• Advanced knowledge of customer service and contact center operations
• Experience of driving continuous improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks
• Proven track-record of developing and improving processes with positive impact to business metrics
• A strong team player with high initiative and demonstrated project management skills
• Strong data-driven analytical abilities and proven performance in operation problem-solving and quality assurance
• Experience or knowledge of low-code/no-code automation tools (e.g., Power Automate, UiPath) for workflow automation
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization
• Experienced in project management and leading cross-functional teams to successfully achieve business goals
• Proactive and autonomous; be able to manage multiple tasks with minimal direction
• Excellent verbal and written communication skills

Executing For Results

• Ethics, confidence, managing ambiguity and being open to learning
• Bias towards action and results delivery which are critical in highly performance oriented environment; passion for quality and efficiency and a strong “can-do” attitude
• A person with entrepreneurial drive, persistence, willing to go the extra mile
• Strong internal client-focus and centricity
• Distinct credentials to drive results by taking a proactive medium and long-term view of business goals and objectives

Building Relationships And Using Influence

• Attentive listener, open-minded, and with strong interpersonal skills so that the necessary alliances with internal stakeholders can be forged and developed quickly
• Excellent communication, negotiation, interpersonal and intercultural skills
• Ability to influence and positively impact high caliber and self-confident peers and colleagues

Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

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.