Lead Business Process Improvement
Remote · USD 132,000-155,000 · 5+ years experience · Remote · Posted Oct 19, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Remote
- Location
- Remote
- Salary
- USD 132,000-155,000 · Base salary
About the role
- As a Business Process Improvement (BPI) Lead, you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community.
- The Business Process Improvement team focuses on improving processes across all Community Support, leveraging Lean Six Sigma methodologies and general business process engineering principles.
Responsibilities
- Leads large cross-functional process engineering initiatives from problem definition through measurable outcomes.
- Apply systems thinking: mapping full upstream and downstream context before prescribing solutions.
- Design processes for AI-readiness and automation, including reducing agent and customer burden.
- Build some AI prototypes to communicate and validate process designs.
- Use some basic process simulation to model how a designed process will behave under real-world conditions.
- Continuously improve process designs of Community Support experiences that document the full interaction across the customer journey.
- Implement process measurement systems from the start of every design.
- Lead change management for process transitions, ensuring new designs are adopted effectively.
- Partner with Product and Technology teams to translate process requirements into tooling specifications.
- Collaborate cross-functionally with stakeholders across Product, Engineering, Data Analytics, and Operations.
Requirements
- 5+ years of post-graduate experience in operations (industrial engineering or similar preferred experience)
- Advanced knowledge of customer service and contact center operations
- Lean Six Sigma Green Belt or Black Belt certified or equivalent process engineering expertise
- Demonstrated ability to use AI to improve quality and efficiency within internal workflows
- Demonstrated ability to design processes for AI-readiness and automation
- Proven experience applying systems thinking to process design
- Strong statistical and data-driven analytical skills, including statistical process control methods, regression analysis, and measurement system analysis
- Excellent verbal and written communication skills
- Ability to travel up to 20% of time
Preferred qualifications
- Preferred Bachelor's Degree in Industrial Engineering, Engineering, or a related field
- Additional consideration given to Agile, service design, and Industrial and Systems Engineering experience
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Workplace
- US - Remote Eligible
- May include occasional work at an Airbnb office or attendance at offsites
Skills
- Lean Six Sigma
- AI
- Data Analytics
