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
Leads large 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 systems thinking: mapping 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, including designing around: three standards: reduce agent and customer burden, measurable from day one, and ability to be automated or self-correcting over time.
Build some 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.
Use some basic 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.
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.
What they're looking for
- 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.
- Partner with Product and Technology teams to translate process requirements: into tooling specifications, ensuring AI and other product capabilities are engineered around how agents and customers actually work.
- Collaborate cross-functionally with stakeholders across Product, Engineering,: Data Analytics, and Operations to align priorities and drive trade-off decisions grounded in data.
