Get an Airbnb for every kind of trip → 8 million vacation rentals → 2 million Guest Favorites → 220+ countries and regions worldwide. Backed by General Catalyst, Greylock and Kleiner Perkins.
About the role
As a Business Process Improvement (BPI) Lead you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community. You will deliver new process designs and process improvements for key priority Community Support (CS) Roadmap programs, where you will take on responsibilities for process analysis, process design, pilot design and execution, and control plan development to improve the user experience. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- 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
- 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
More about this role
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 that make it possible for guests to connect with communities in a more authentic way.
The Business Process Improvement team focuses on improving processes across all Community Support. Our team is a global team of process improvement professionals, who help bring cross functional partners from across CS and Airbnb together to operationalize new processes, analyze current process for improvement opportunities, and scale solutions across a global network. We follow general business process engineering principles and practices, as well as leveraging Lean Six Sigma methodologies in our improvement projects.
As a Business Process Improvement (BPI) Lead you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community.
You will deliver new process designs and process improvements for key priority Community Support (CS) Roadmap programs, where...
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