Manager, Business Process Improvement

Summary

Join the Community Support Team within Global Operations at Airbnb as a Business Process Improvement (BPI) Manager to lead operational strategy execution, create efficient and effective processes, and drive continuous improvement across people, process, and technology.

Requirements

• Preferred Bachelor’s Degree in Engineering, Business, or related field
• 7+ years experience in a customer support operations environment process management, or process improvement field
• 10+ years domain experience including; process mining, using solutions to accelerate identification of potential process opportunities (i.e. automation/optimisation tools) and process improvement methodologies including the orchestrated use of multiple technologies, tools or platforms to drive process optimization at scale
• Experienced People leader
• Lean/Six Sigma Black belt or equivalent process management expertise. Additional consideration given to Agile, service design and other relevant experience
• Proven track record of leading and coaching successful complex process improvements
• Proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner
• Proven ability to work collaboratively with a wide range of stakeholders demonstrating ability to lead and influence, expressing opinions and structuring arguments clearly to drive alignment to measurable outcomes
• Demonstrated focus on end-to-end customer journey and customer-centric outcomes
• Prior experience developing business processes in customer support operating models that balance out multiple stakeholder interests
• Demonstrated creative problem solving and analytical skills with a pragmatic sense of how to get things done

Responsibilities

• Manage a team of business process improvement analysts and leads
• Build and strengthen team capabilities in problem solving, process mining, modeling, process design and improvement at scale, and drive analytics approaches to enable business process improvement in service quality
• Contribute to the strategy and evolution of process improvement as an operational discipline and lead it in practice providing recommendations to decisions in supported business focus areas
• Execute in alignment with strategic objectives of Community Support
• Make decisions on the best approaches based on data-driven analyses. Identifying opportunities appropriate for incremental improvement and/or re-design
• Apply the right suite of process analysis and automation tools and technologies to drive further efficiencies to well-defined future state processes
• Balance Long-term strategic thinking with near-term execution skills
• Relentless focus on continuously improving both the customer and employee journey in key business focus areas
• Tactical responsibilities Management of demands and associated resourcing of initiatives from the Community Support roadmap, operational changes and various working groups
• Collaborate cross functionally to align priorities and inform trade-offs
• Implement ways of working that enables efficient flow of value-based outcomes from BPI, providing clear direction to the team when needed and support to remove impediments
• Drive Continuous Improvement maturity including training, building practitioners, and embedding into our way of working
• Develop the team of problem solvers through coaching, mentoring and other employee engagement activities
• Support stakeholders with a leadership perspective in process improvement project scoping, definition, design and implementation
• Communicate regularly with stakeholders on how the work of BPI aligns to outcomes and continue to improve as part of a holistic solutions-based approach

Benefits

Pay Range $150,000 — $193,500 USD