Lead, Business Process Improvement

As the Lead for Business Process Improvement at Airbnb, you will spearhead transformative initiatives within our Community Support programs. You will work closely with various teams to enhance customer service processes through strategic design, rigorous analysis, and seamless execution, leveraging AI and Machine Learning to innovate customer support solutions.

Lead transformative Business Process Improvement (BPI) initiatives for critical Community Support (CS) programs. Collaborate with Experience Managers, Regional Operations Managers, and other Shared Services functions. Enhance customer service processes through rigorous analysis, strategic design, and seamless execution. Leverage Artificial Intelligence and Machine Learning to pioneer innovative solutions in customer support. Report directly to the BPI manager and provide insights for service optimization.

Proven experience in leading Business Process Improvement initiatives. Strong analytical skills and experience with strategic design. Ability to collaborate effectively with cross-functional teams. Experience in leveraging AI and Machine Learning for process improvements. Excellent communication and leadership skills.