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 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