Process Strategy and Optimization Lead

About the role

This role focuses on improving operations within Airbnb's Fraud and Safety teams. The individual will lead efforts to streamline processes from start to finish, including developing business cases, analyzing root causes, creating new solutions, and ensuring these solutions are sustained. The goal is to align operational goals with system design and product roadmaps, ultimately enhancing the user experience and achieving top-level team objectives.

A key part of this position involves translating operational needs to various internal teams such as product, engineering, and policy. The lead will identify areas for improvement using operational data, customer feedback, and market trends, acting as an expert on workflows and tools. This includes thoughtfully applying AI to reduce waste and improve consistency in operations, while staying informed about new technologies and industry best practices.

Success in this role means championing continuous improvement by applying Lean and Six Sigma principles, leading project teams to deliver initiatives on time, and managing dependencies. The lead will define and monitor Key Performance Indicators (KPIs) to measure impact and foster a data-driven culture where decisions are based on robust analytics and operational insights.

The base salary for this position ranges from $106,000 to $125,000 USD, with additional eligibility for bonus, equity, benefits, and Employee Travel Credits.

Skills that matter here

• Operational Excellence: This role directly drives operational excellence across key programs within the fraud and safety operations team.
• Process Improvement: The lead will conduct end-to-end process improvement efforts, from analysis to launching and sustaining solutions.
• Data Analysis: The role requires identifying improvement opportunities grounded in operational data and promoting a data-driven culture.
• Project Management: The individual will lead cross-functional project teams to deliver initiatives on time and within budget.
• Lean/Six Sigma: This position champions continuous improvement by fostering Lean and Six Sigma principles through training and leadership.
• Stakeholder Communication: The role requires translating business requirements to cross-functional stakeholders and influencing teams in a matrixed environment.

Who this role suits

• A professional with a background in engineering, science, or management consulting.
• Someone with over six years of experience driving operational excellence in large, global organizations.
• An individual with strong data-driven problem-solving skills and a proven ability to define and measure KPIs.
• A self-starter who takes ownership, shows initiative, and can manage multiple priorities in fast-paced environments.

From the employer

Responsibilities

• Drive operational excellence across key programs which tie directly with the topline goals of the fraud and safety operations team.
• Lead end-to-end process improvement efforts through business case development, establishing measurement systems, root cause analysis, developing and launching innovative solutions, and establishing control and feedback mechanisms to ensure solutions stick.
• Translate business and operational requirements to cross functional stakeholders across our platform product, tools, policy, engineering, and shared services teams.
• Achieve strategic alignment across cross-functional stakeholders to ensure operational goals are embedded in system design, roadmap prioritization, and delivery plans.
• Identify opportunities for process improvement and innovation, grounded in operational data, customer insights, and market trends.
• Act as a subject matter expert on workflows, tools, and processes across Fraud and Safety Operations domains, while staying informed about emerging technologies and industry best practices.
• Thoughtful application and execution of AI into our operations teams, to minimize waste, streamline process, and drive consistency in delivery.
• Lead cross-functional project teams to deliver initiatives on time and within budget; manage dependencies, communicate risks, and ensure successful adoption.
• Champion continuous improvement, fostering Lean and Six Sigma principles through training, mentoring, and hands-on leadership of improvement projects.
• Define and track Key Performance Indicators (KPIs) across functional domains to measure impact and identify areas for optimization.
• Promote a data-driven culture, ensuring decisions are informed by robust analytics and operational insights.

Requirements

• Bachelor’s or Master’s degree in Engineering, Science, or a related field (Management consulting, Industrial engineering, or similar background is preferred).
• 6+ years of experience driving operational excellence across large-scaled operations, with a proven track record of results.
• Demonstrated success driving continuous improvement and operational optimization in complex, global organizations.
• Strong data-driven problem-solving skills, with proven experience in defining and measuring KPIs.
• Experience implementing quality assurance frameworks and process governance to maintain high operational standards.
• Proven ability to influence cross-functional teams and senior stakeholders in a matrixed environment.
• Strong organizational, project management, and stakeholder communication skills.
• Demonstrated ability to manage multiple priorities and deliver results in fast-paced environments.
• Self-starter with a high degree of ownership, initiative, and autonomy.
• Lean/Six Sigma Black Belt, PMP certification or comparable is a plus.

Conditions

• Base pay range: $106,000 — $125,000 USD.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.