Business Process Improvement Lead

As a Lead, Business Process Improvement (BPI) at Airbnb, you will be dedicated to enhancing Community Support (CS) services through the analysis and improvement of various processes. You will operate in a dynamic and innovative environment where continuous improvement and excellence are core principles. Your responsibilities will include driving large-scale, cross-functional improvement projects to enhance customer support for the community. You will collaborate with key cross-functional partners to integrate process milestones into functional roadmaps, ensuring alignment on business goals and delivering measurable improvements in Community Support (CS) operations. Key Responsibilities: - Design and improve Community Support agents and processes and procedures. - Collaborate with cross-functional stakeholders to drive alignment on overall business goals and requirements and establish an operating rhythm to optimize process improvement while fostering innovation. - Implement process improvement projects using Lean Six Sigma methodology and deploy solutions globally. - Be a champion of data-driven decision-making approach and culture to drive continuous performance improvement. - Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from an operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost. - Communicate progress to stakeholders and present opportunities for approval to senior leadership. - Build and update Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc. - Create, communicate, and use Failure Modes and Effects Analysis to determine failures within processes/experiences and lead the effort to mitigate or control failures. Qualifications Required: - Master/Bachelor Degree in Engineering or Science and/or 6+ years of post-graduate experience in operations. - Lean Six Sigma Green Belt or Black Belt Certified with proven experience in delivering end-to-end Six Sigma projects with measurable impact. - Advanced knowledge of customer service and contact center operations. - Experience of driving continuous improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks. - Proven track-record of developing and improving processes with positive impact on business metrics. - Strong team player with high initiative and demonstrated project management skills. - Strong data-driven analytical abilities and proven performance in operation problem-solving and quality assurance. - Experience or knowledge of low-code/no-code automation tools (e.g., Power Automate, UiPath) for workflow automation. - Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization. - Experienced in project management and leading cross-functional teams to successfully achieve business goals. - Proactive and autonomous; able to manage multiple tasks with minimal direction. - Excellent verbal and written communication skills.,