Lead, Business Process Improvement

The Difference You Will Make:

As a Lead, Business Process Improvement (BPI) you are responsible for driving large-scale, cross-functional improvement projects that help to improve customer support for our community.  You will deliver process improvements for key priority Community Support (CS) Roadmap programs, where you will take on responsibilities for process analysis and design, pilot design and execution and control plan development to improve the user experience . 

You will drive cross-functional project tea, by leading Continuous Improvement projects that will focus on the analysis and improvement of customer support services in order to increase operational efficiency, process quality, and result in outstanding customer experience.
You will partner with CS Analytics to design and implement process measurement systems, analyze process data and utilize this information to drive decision making, successful improvement projects to completion, and propose Continuous Improvement projects. You will create queries and utilize data analytics tools to support process improvement efforts.
You will be responsible for the delivery of successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results including feature launches throughout the year.

A Typical Day: 

• Design and improve Community Support agents and processes and procedures.
• Collaborate with cross functional stakeholders to drive alignment on overall business goals and requirements and establish an operating rhythm to optimize process improvement while fostering innovation.
• Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.
• Performance analysis by establishing Key Performance Indicators (KPIs); leverage data to measure success and identify areas of improvement using statistical process control methods.
• 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.
• Communicates progress to stakeholders and presents opportunities for approval to senior leadership.
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.
• Builds and updates Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc.
• Creates, communicates, and uses Failure Modes and Effects Analysis to determine failures within processes/experiences and leads the effort to mitigate or control failures.

Your Expertise:

• The successful candidate will be an experienced process improvement professional with:
• Master / Bachelor Degree in Engineering, or Science (Industrial Engineering preferred) and/or 8+ years of post-graduate experience in operations 
• Lean Six Sigma Green Belt or Black Belt Certified or equivalent experience
• Advanced knowledge of customer service and contact center operations
• Experience of driving continuous improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks
• Proven track-record of developing and improving processes with positive impact to business metrics
• A strong team player with high initiative and demonstrated project management skills
• Strong data-driven analytical abilities and proven performance in operation problem-solving and quality assurance
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization
• Experienced in project management and leading cross-functional teams to successfully achieve business goals
• Proactive and autonomous; be able to manage multiple tasks with minimal direction
• Excellent verbal and written communication skills
• Travel potential up to 20% of time

Executing For Results

• Ethics, confidence, managing ambiguity and being open to learning
• Bias towards action and results delivery which are critical in highly performance oriented environment; passion for quality and efficiency and a strong “can-do” attitude
• A person with entrepreneurial drive, persistence, willing to go the extra mile
• Strong internal client-focus and centricity
• Distinct credentials to drive results by taking a proactive medium and long-term view of business goals and objectives

Building Relationships And Using Influence

• Attentive listener, open-minded, and with strong interpersonal skills so that the necessary alliances with internal stakeholders 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

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.