Bus. Process Improvement Lead

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220 countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.

• Our creativity allows us to imagine new possibilities for people.

• Our responsibility is to all of our stakeholders.

• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company.

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. 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 work cross-functionally by leading Continuous Improvement pilots and projects that will focus on the analysis and improvement of Service for specific CS business processes, in order to increase operational efficiency, process quality, and result in outstanding customer experience.

You will work cross-functionally with other Shared Services functions, Policy, and Support Product to lead the process impact assessment and subsequent process design for high priority changes as part of the Change Management process.

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.

Responsibilities:

• Comfortable working in ambiguous problem spaces.

• Leads and supports cross-functional project teams to implement operational changes.

• Implements process improvement projects using Lean Six Sigma methodology and deploys solutions, globally.

• Builds relationships with cross-functional CS and broader business stakeholders

• Supports the development of metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

• Collects data and insights from operations to identify the root cause of problems.

• Measures performance against process requirements.

• Surveys, identifies and analyzes best practices for techniques and processes.

• Leads initiatives to implement best practices in operations.

• Performs cost and benefit analyses and constructs business cases for process improvement opportunities.

• Presents opportunities for approval to senior leadership.

• Communicates progress to stakeholders.

• Diagrams and evaluates existing processes.

• 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.

Qualifications:

• 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 experience

• Strong stakeholder management skills

• Experienced in process and systems design and improvement

• Proven track-record of developing and delivering support with a positive impact to business metrics

• Experienced in project management and leading cross-functional teams to successfully achieve business goals

• Intermediate SQL skills

• Intermediate Excel

• Intermediate analytics capability

• Travel potential up to 20% of time

Belonging & Accommodations:

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: $65-$85/hr

Benefits: Medical, Dental, Vision,

Salary : $65 - $85