Lead, Business Process Improvement

About the position Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Community You Will Join: 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. The Difference You Will Make: 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

• 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.

Requirements

• 8+ years 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
• Comfortable working in ambiguous problem spaces
• Experienced in process and systems design and improvement
• Proven track record of developing and delivering support initiatives with a positive impact on business metrics
• Experienced in project management and leading cross-functional teams to successfully achieve business goals
• Comfort pulling data and performing analytics utilizing tools like SQL, Tableau, Excel, and AI tools
• Willingness to travel up to 20% of the time

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