Airbnb
Lead Business Process Improvement
$132K–$155K
United States · Full-time · Posted Oct 19, 2026
- Experience
- 5+ years of post-graduate experience in operations; industrial engineering or similar experience preferred.
- Education
- Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field.
About the job
Leads cross-functional process improvement projects for Community Support, designing, measuring, piloting, and scaling processes to improve customer experience and operational performance.
What you'll do
- Lead process engineering initiatives from problem definition through measurable outcomes, including analysis, design, piloting, and control plans.
- Use AI tools and data analytics to develop process measurement systems, analyze performance, and prototype AI-ready or automated workflows.
- Coordinate implementation and change management with Product, Technology, Policy, and Operations partners, and track sustained results.
What they ask for
- 5+ years of post-graduate experience in operations.
- 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 internal workflow quality and efficiency, and to design processes for AI-readiness and automation.
Nice to have
- Bachelor's degree in Industrial Engineering, Engineering, or a related field.
- Agile, service design, or Industrial and Systems Engineering experience.
Pay
$132,000 — $155,000 USD base salary
Tools
Lean Six Sigma, AI tools, workflow automation platforms, statistical process control, regression analysis, measurement system analysis
AI focus
Use AI tools and build prototypes to improve internal workflow quality and efficiency; design processes for automation and AI-readiness; test process architectures and collaborate with Product and Technology on AI capabilities.
Model-written summary · the original posting is authoritative