Business Process Improvement Lead

Summary

Join Airbnb as a Business Process Improvement (BPI) Lead and drive large-scale improvement projects to enhance customer support. You will lead continuous improvement pilots and projects, focusing on service analysis and improvement for specific Community Support (CS) business processes. Responsibilities include process analysis and design, pilot execution, and control plan development to improve user experience. You will collaborate with cross-functional teams, including Shared Services, Policy, Support Product, and CS Analytics, to assess process impact, design measurement systems, and analyze data to drive decision-making. Success in this role involves delivering improvement projects with measurable positive impact and transitioning solutions to operations for sustained results. The position is US-remote eligible with potential for up to 20% travel.

Requirements

• 5 years of post-graduate experience in operations (industrial engineering or similar preferred experience with Safety)
• 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

Responsibilities

• Designs and improves CS agent processes and procedures
• 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

Benefits

This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits