Lead, Business Process Improvement

Summary

Join Airbnb as a Lead, Business Process Improvement (BPI) and drive large-scale improvement projects enhancing customer support. You will lead cross-functional teams, analyze processes, design solutions, and implement improvements using Lean Six Sigma. Responsibilities include process design, data analysis, project management, and stakeholder communication. The ideal candidate possesses a Master's or Bachelor's degree in a relevant field, Lean Six Sigma certification, and extensive experience in process improvement and customer service. Strong analytical, communication, and project management skills are essential. This US-remote eligible position offers a competitive salary, bonus, equity, benefits, and Employee Travel Credits.

Requirements

• Possess a Master / Bachelor Degree in Engineering, or Science (Industrial Engineering preferred) and/or 8+ years of post-graduate experience in operations
• Be Lean Six Sigma Green Belt or Black Belt Certified or have equivalent experience
• Have advanced knowledge of customer service and contact center operations
• Have experience driving continuous improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks
• Have a proven track-record of developing and improving processes with positive impact to business metrics
• Be a strong team player with high initiative and demonstrated project management skills
• Possess strong data-driven analytical abilities and proven performance in operation problem-solving and quality assurance
• Demonstrate the ability to interact and work effectively across functional teams and at multiple levels within the organization
• Have experience in project management and leading cross-functional teams to successfully achieve business goals
• Be proactive and autonomous; be able to manage multiple tasks with minimal direction
• Possess excellent verbal and written communication skills

Responsibilities

• Drive large-scale, cross-functional improvement projects that help to improve customer support for our community
• Deliver process improvements for key priority Community Support (CS) Roadmap programs
• Take on responsibilities for process analysis and design, pilot design and execution and control plan development to improve the user experience
• 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
• 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
• Create queries and utilize data analytics tools to support process improvement efforts
• 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
• 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
• Implement process improvement projects using Lean Six Sigma methodology and deploy solutions, globally
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement
• Perform 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
• Communicate progress to stakeholders and present opportunities for approval to senior leadership
• Build and update Functional Designs showing the interactions between customer journey, agent processes, product features/requirements, policies, etc
• Create, communicate, and use Failure Modes and Effects Analysis to determine failures within processes/experiences and lead the effort to mitigate or control failures

Preferred Qualifications

• Exhibit ethics, confidence, manage ambiguity and be open to learning
• Have a 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
• Be a person with entrepreneurial drive, persistence, willing to go the extra mile
• Have a strong internal client-focus and centricity
• Possess distinct credentials to drive results by taking a proactive medium and long-term view of business goals and objectives
• Be an attentive listener, open-minded, and have strong interpersonal skills so that the necessary alliances with internal stakeholders can be forged and developed quickly
• Possess excellent communication, negotiation, interpersonal and intercultural skills
• Have the ability to influence and positively impact high caliber and self-confident peers and colleagues

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits
• Remote work