Manager Business Process Improvement

The Community You Will Join:

• The Service Optimization team is a key operational function within Global Service Optimization, focused on making Airbnb's Community Support more efficient, effective, and adaptable. You'll lead a team of Business Process Improvement analysts and leads, working at the intersection of people, process, and technology. This role collaborates closely with cross-functional partners across Community Support, operational working groups, and broader business stakeholders to drive systemic, continuous improvement.

The Difference You Will Make:

• The BPI Manager will be a key leader within the Service Optimization team, part of the Community Service Organization. This role will deepen the team's discipline across both continuous improvement and proactive process engineering, designing systems where problems do not occur while continuously improving the processes that exist today. A key focus will be engineering processes that are reliable, measurable, automatable, and self-correcting by default, while driving a systemic view across people, process, and technology that keeps pace with the evolving capabilities of AI and automation.

A Typical Day:

Leadership Responsibilities

• Manage a team of business process improvement analysts and leads.
• Build and strengthen team capabilities in problem solving, systems thinking, process design, and engineering systems for AI-readiness and automation by default.
• Lead the team in operating across both continuous improvement and proactive process engineering, applying the right discipline to each problem, improving what exists and designing systems that prevent failure from the start.
• Apply systems thinking to every initiative, mapping full upstream and downstream context before prescribing solutions and identifying where the real problem lives rather than where it surfaces.
• Lead change management for process transitions, ensuring new designs are adopted effectively by agents, teams, and partners and that the change is sustained over time.
• Contribute to the strategy and evolution of process engineering as an operational discipline and lead it in practice, providing recommendations to decisions in supported business focus areas.
• Execute in alignment with the strategic objectives of Community Support.
• Make decisions on the best approaches based on data-driven analyses, identifying opportunities appropriate for incremental improvement and systemic redesign.
• Apply the right suite of process analysis, design, and automation tools to drive well-defined future state processes at scale.
• Maintain execution ownership end-to-end. Strategy without follow-through to measurable outcomes is not the standard.
• Relentless focus on continuously improving both the customer and employee journey in key business focus areas.

Tactical Responsibilities

• Manage demands and associated resourcing of initiatives from the Community Support roadmap, operational working groups, and stakeholder needs, aligning resources to the highest impact work.
• Ensure clear problem definition, hypothesis-driven analysis, and structured process design are applied consistently across the team.
• Partner with data science and analytics teams to define success metrics, establish baselines, and measure the impact of process changes over time.
• Build and maintain close relationships with operational teams, product managers, engineers, and policy teams to ensure process designs are grounded in operational reality and aligned with broader product and policy strategy.
• Develop and maintain process documentation, standards, and governance models to ensure consistency and quality across the team's work.
• Support the design and execution of training and enablement plans for new processes, ensuring smooth transitions and high adoption rates.
• Identify and escalate systemic issues or barriers to improvement that require cross-functional or leadership attention.
• Contribute to the development of the team's tools, templates, and methodologies, continuously improving how the team operates.