Lead, Business Process Improvement

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.

A Typical Day: 

• 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.

Your Expertise:

• 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

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list  If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.