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Manager Business Process Improvement
Full-time
The Service Optimization team is a key operational function within Airbnb's Global Service Optimization, focused on making Community Support more efficient, effective, and adaptable. The Business Process Improvement Manager leads a team of analysts and leads working at the intersection of people, process, and technology to drive systemic, continuous improvement.
A typical day
Manage a team of business process improvement analysts and leads.
Build team capabilities in problem solving, systems thinking, process design, and engineering systems for AI-readiness and automation by default.
Operate across both continuous improvement and proactive process engineering, designing systems where problems do not occur.
Lead change management for process transitions, ensuring new designs are adopted and sustained.
Partner with Product and Technology teams so process requirements inform tooling design.
Your expertise
7+ years in a customer support operations environment, process management, or process improvement.
Demonstrated ability to design processes for AI-readiness and automation, engineering systems that can hand off to AI as capabilities evolve.
Lean/Six Sigma Black Belt or equivalent, plus a track record of leading teams through a shift in operating discipline.
Demonstrated focus on the end-to-end customer journey and customer-centric outcomes.
