Airbnb · 17 hours ago
Lead, Business Process Improvement
United States
Full-time
Remote
Senior Level, Lead/Staff
$129K/yr - $152K/yr
8+ years expAirbnb is a global hospitality service that connects hosts and guests. The Business Process Improvement (BPI) Lead is responsible for driving large-scale, cross-functional improvement projects to enhance customer support and operational efficiency within the company.
HospitalityMarketplaceMobile AppsPropTechTravelTravel Accommodations
Responsibilities
Leads and supports cross-functional project teams to implement operational changes
Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally
Builds relationships with cross-functional CS and broader business stakeholders
Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities
Collects data and insights from operations to identify the root cause of problems
Measures performance against process requirements
Surveys, identifies and analyzes best practices for techniques and processes
Leads initiatives to implement best practices in operations
Performs cost and benefit analyses and constructs business cases for process improvement opportunities
Presents opportunities for approval to senior leadership
Communicates progress to stakeholders
Diagrams and evaluates existing processes
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
Qualification
Required
8+ years experience in operations (industrial engineering or similar preferred experience)
Advanced knowledge of customer service and contact center operations
Lean Six Sigma Green Belt or Black Belt Certified, or equivalent experience
Strong stakeholder management skills
Comfortable working in ambiguous problem spaces
Experienced in process and systems design and improvement
Proven track record of developing and delivering support initiatives with a positive impact on business metrics
Experienced in project management and leading cross-functional teams to successfully achieve business goals
Comfort pulling data and performing analytics utilizing tools like SQL, Tableau, Excel, and AI tools
Willingness to travel up to 20% of the time
Benefits
Bonus
Equity
Benefits
Employee Travel Credits
Company
Airbnb
Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet.
5001-10000 employees
H1B Sponsorship
Airbnb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (176)
2023 (160)
2022 (270)
2021 (250)
2020 (274)
Funding
Current Stage
Public CompanyTotal Funding
$6.44BKey Investors
VERSO CapitalJP Morgan ChaseFirstMark
2020-12-10IPO
2020-04-14Debt Financing· $1B
2020-04-06Private Equity· $1B
Leadership Team
Brian Chesky
Co-founder & CEO
Nathan Blecharczyk
Co-founder / Chief Strategy Officer
Recent News
2026-01-20
2026-01-17
Company data provided by crunchbase