Full-Time

Lead – Business Process Improvement

Confirmed live in the last 24 hours

Airbnb

Airbnb

10,001+ employees

Online marketplace for lodging and experiences

Compensation Overview

$129k - $154.5kAnnually

+ Bonus + Equity + Benefits + Employee Travel Credits

Senior, Expert

Company Historically Provides H1B Sponsorship

United States

You must live in a state where Airbnb, Inc. has a registered entity. Check the excluded states list for eligibility.

Category
Project Management
Strategy Development
Business & Strategy
Required Skills
Customer Service
Data Analysis
Requirements
  • Master / Bachelor Degree in Engineering, or Science (Industrial Engineering preferred) and/or 8+ years of post-graduate experience in operations
  • Lean Six Sigma Green Belt or Black Belt Certified or equivalent experience
  • 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
  • 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
  • Travel potential up to 20% of time
Responsibilities
  • 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.
  • 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.
Desired Qualifications
  • 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
  • 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

Airbnb operates an online marketplace that connects travelers with hosts offering lodging and unique tourism experiences. The platform allows hosts to list their properties, which can range from single rooms to entire homes, enabling guests to book accommodations that provide a more authentic local experience. Airbnb earns revenue through a commission system, taking a percentage from each booking made on its platform. With a presence in nearly every country and over 5 million hosts, Airbnb has facilitated more than 1.5 billion guest arrivals. In addition to lodging, the platform also offers various experiences organized by local hosts, allowing guests to participate in activities that enhance their travel adventures.

Company Size

10,001+

Company Stage

IPO

Headquarters

San Francisco, California

Founded

2007

Simplify Jobs

Simplify's Take

What believers are saying

  • Rising demand for eco-friendly travel boosts Airbnb's sustainable listings.
  • Workcation trend increases demand for longer stays with work-friendly amenities.
  • AI integration in customer service enhances user experience and operational efficiency.

What critics are saying

  • Increased competition from fee-free platforms like Savvy may attract price-sensitive customers.
  • Departure of Northern Europe's GM could lead to strategic challenges in key markets.
  • Proposed 6% tax on Washington rentals may reduce demand due to higher costs.

What makes Airbnb unique

  • Airbnb offers unique stays and local experiences, enhancing travel authenticity.
  • The platform connects hosts and guests globally, facilitating diverse lodging options.
  • Airbnb's commission-based model incentivizes hosts to list properties, expanding accommodation choices.

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Benefits

Comprehensive health plans

Paid volunteer time

Healthy food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

-3%
Short Term Rentalz
Mar 4th, 2025
Cupples to step down from Airbnb GM role

An Airbnb spokesperson said: "Amanda Cupples, general manager of Northern Europe, is leaving Airbnb to pursue new opportunities, effective from next week.

Like123
Mar 4th, 2025
Airbnb: Top UK and Northern European boss checks out

Australian Cupples joined Airbnb from digital health company Babylon Health where she was first chief commercial officer and then chief operating office vice president of business performance.

Savannah Morning News
Mar 1st, 2025
On Our Radar: Hidden historic Savannah property now on National Register of Historic Places

Housing Savannah Inc. received a $20,000 grant from the Airbnb Community Fund to support its 2025 Housing Summit.

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Feb 28th, 2025
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Feb 27th, 2025
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