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Tools and Process Improvement Manager



28d ago

  • Job
    Expert Level
  • Engineering

AI generated summary

  • You should have a Master/Bachelor's in Engineering, 10+ years of ops experience with 6+ years in process improvement, leadership experience, data-driven analytical skills, project management abilities, and strong communication skills to excel in this role at Airbnb.
  • You will lead cross-functional teams to improve tools and processes, drive innovation, optimize customer experience and cost, manage project delivery and performance analysis, champion continuous improvement and data-driven decision making, and mentor a team of Technical Specialists.


  • Master / Bachelor Degree in Engineering, or Science, (Engineering background is preferred)
  • At least 10 years of experience in front office or back office operations related field with minimum 6 years experience in a process improvement in evaluating, implementing and managing tools and technologies
  • Minimum 5 years of experience in managing and growing a team of operations and technology experts
  • Experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks
  • A strong team player with high Initiative and demonstrated project management skills
  • Strong data-driven analytical abilities and proven performance in operation problem-solving with strong experience in delivering quality assurance processes to maintain high standards of quality in back office operations as well as tools
  • Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization
  • Proven organizational and leadership skills to motivate and influence others positively to drive for results
  • Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
  • Be able to manage multiple task simultaneously with minimal direction
  • Proactive and autonomous
  • Excellent verbal and written communication skills
  • The Difference You Will Make:
  • Demonstrates integrity, confidence in decision-making, and adaptability in navigating ambiguity, while continuously embracing growth opportunities.
  • Displays a bias towards action and consistently delivers results in a high-performance environment.
  • Displays a bias towards action, consistently delivering high-performance results with a strong dedication to quality and efficiency, maintaining a "can-do" attitude.
  • Driven by entrepreneurial zeal, persistent in overcoming challenges, and willing to go the extra mile to achieve success.
  • Prioritizes stakeholder needs and ensures their satisfaction through attentive service.
  • Possesses a track record of driving results by proactively aligning actions with medium- and long-term business objectives.
  • Attentive listener, open-minded, and with strong interpersonal skills so that the necessary alliances with internal and external groups can be forged and developed quickly.
  • Excellent communication, negotiation, interpersonal and intercultural skills
  • Ability to influence and positively impact high caliber and self-confident peers and colleagues.


  • Lead business requirements from Ops and communicate requirements to cross functional teams, facilitate discussion and influence system design, architecture and prioritization to get Ops requirements on the respective cross functional teams’ roadmap
  • Collaborate with Product Management and other cross functional stakeholders including Engineering, Data Science, Data Analytics and Shared Services to drive alignment on overall business goals and requirements and establishes an operating rhythm to optimize product and process improvements while fostering innovation
  • Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost
  • Be the Subject Matter Expertise on Technical Tools and Processes for Ops across all Trust domains and stay informed about industry trends, emerging technologies and competitive landscape
  • Drive cross-functional project teams to ensure initiative goals deliveries are on budget and on schedule and act as a liaison to communicate and plan for any unplanned events across Trust Ops organization
  • Lead, manage and facilitate the delivery, implementation and adoption of initiatives/programs by cross functional teams across internal and partner teams in Trust Operations organization
  • Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects
  • Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement
  • Be a champion of data-driven decision making approach and culture to drive continuous performance improvement
  • Manage a team of Operations Technical Specialists to drive Tools and Technical changes across all the operational lines
  • Responsible for growth, coaching and mentorship of the Technical Specialist team


What is the main focus of the Tools and Process Improvement Manager role at Airbnb's Trust Defense organization?

The main focus of the Tools and Process Improvement Manager role is to protect, guide, and mobilize the creation of trust in our community and on our platform by implementing tools and processes that improve efficiency and effectiveness in our operational workflows.

What qualities are you looking for in candidates for the Tools and Process Improvement Manager position?

We are looking for candidates who embody our company values, hold a steadfast commitment to creating a safe and trustful environment for our community, have experience in process improvement and project management, and are able to drive initiatives that enhance operational efficiency and effectiveness.

What are the responsibilities of a Tools and Process Improvement Manager at Airbnb?

The responsibilities of a Tools and Process Improvement Manager include identifying opportunities for process improvement, developing and implementing tools and processes to enhance operational workflows, collaborating with cross-functional teams to drive efficiency initiatives, and monitoring the effectiveness of implemented tools and processes.

What qualifications and experience are required for the Tools and Process Improvement Manager role?

Candidates for the Tools and Process Improvement Manager role should have a background in process improvement, project management, and operations, experience in implementing tools and processes to drive efficiency, exceptional communication and leadership skills, and a strong commitment to creating a safe and trustful community environment.

Airbnb is a community based on connection and belonging.

Travel & Leisure
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.


  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit