The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
Develop business strategies within Service Optimization and Community Support: across people, process, and technology.
Lead the operationalization of strategies across Community Support and other: cross functional teams such as Policy, Finance, and Product.
Lead complex, large-scale, cross-functional process engineering initiatives: from problem definition through measurable outcomes, applying the full suite of Lean Six Sigma tools and a structured process engineering framework across four disciplines: understanding the problem and its system context, designing reliable and measurable solutions, grounding those solutions in operational reality, and evolving them as conditions change.
Apply and coach others to apply a systems thinking lens to every problem: map full upstream and downstream context before prescribing solutions, identifying where the real problem lives rather than where it surfaces.
Design processes for AI-readiness and automation by default, engineering: every future state around three standards: does it reduce agent and customer burden, is it measurable from day one, and can it be automated or self-correcting over time.
Build AI prototypes to communicate and validate process designs, using AI: tools, workflow automation platforms, and lightweight modeling approaches to test the viability of new process architectures before committing to full implementation.
What they're looking for
- Use process simulation to model how a designed process will behave under: real-world conditions, stress-testing assumptions about volume, variation, and failure modes before a design is deployed.
- Develop and continuously improve process designs of Community Support: experiences that document the full interaction across the customer journey, agent processes, product features, and policies, informing multi-year roadmap planning.
- Implement process measurement systems from the start of every design: establish KPIs, deploy statistical process control methods, and track outcomes post-launch to confirm improvements hold.
- Lead change management for process transitions, ensuring new designs are: adopted effectively by agents, teams, and partners and that improvements are sustained over time.
