About Airbnb
The community marketplace for unique travel stays
Key Highlights
- Over 4 million registered hosts worldwide
- Facilitated over 1 billion bookings since inception
- $3.8 billion raised in Series F funding
- Headquartered in San Francisco, CA
Airbnb, headquartered in Showplace Square, San Francisco, CA, has transformed the hospitality industry with its platform that connects over 4 million hosts to travelers. Since its inception, Airbnb has facilitated over a billion bookings, disrupting traditional accommodation models by allowing indiv...
🎁 Benefits
Airbnb offers generous parental and family leave, paid volunteer time, and an annual travel and experiences credit. Employees enjoy health food and sn...
🌟 Culture
Airbnb's culture emphasizes community and belonging, reflecting its mission to create a world where anyone can belong anywhere. The company values fle...
Business Operations • Lead
Overview
Airbnb is hiring a Lead, Business Process Improvement to drive large-scale, cross-functional improvement projects aimed at enhancing customer support. This role requires expertise in process analysis and design to improve user experience.
Job Description
Who you are
You have a strong background in business process improvement and are skilled at leading cross-functional teams to drive significant operational changes. Your experience includes managing large-scale projects that enhance customer support and improve user experiences. You are adept at process analysis and design, and you understand how to implement effective control plans that lead to measurable improvements. You thrive in collaborative environments and can effectively communicate with various stakeholders to ensure alignment on project goals.
You possess a keen analytical mindset, allowing you to assess complex processes and identify areas for improvement. Your ability to work cross-functionally with different teams, including analytics and policy, enables you to lead impactful change management initiatives. You are results-oriented and have a track record of successfully completing improvement projects that enhance operational efficiency and service quality.
What you'll do
In this role, you will be responsible for driving large-scale improvement projects that focus on enhancing customer support processes. You will lead Continuous Improvement pilots and projects, analyzing specific business processes to identify opportunities for operational efficiency. Your work will involve collaborating with Shared Services functions and other departments to assess process impacts and design effective solutions. You will partner with CS Analytics to create measurement systems that track process performance and inform decision-making.
You will take ownership of the process analysis and design phases, ensuring that all improvements align with the key priorities of the Community Support Roadmap. Your leadership will guide teams through the pilot design and execution phases, and you will develop control plans to sustain improvements over time. By leveraging data and insights, you will drive successful project completions that enhance the overall customer experience at Airbnb.
What we offer
Airbnb offers a competitive salary range of $129,000—$152,000 USD, along with potential bonuses, equity, and benefits. You will have the opportunity to work in a dynamic environment that values innovation and collaboration. As part of the Airbnb team, you will contribute to a mission that connects communities and enhances the travel experience for millions of guests worldwide.
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