CX Business Process Improvement Manager

 
Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
 
As a Business Process improvement Manager you will be responsible for improving Customer Experience (CX) business processes in order to achieve Airbnb's Customer Experience team mission - to become the most loved hospitality company on the planet. You will be a senior member of the Business Process Improvement (BPI) team and report to the Global BPI Manager. You will lead multiple global programs and projects that will focus on the continuous improvement of CX operations efficiency, process quality and customer experience. You will represent BPI in the Operational Change Management forum and be responsible for the assessment and design of processes to support Policy, Product and New Service launches and changes. You will be a valued consultant for CX Leadership and facilitate the fast resolution of business problems through process reviews, workshops and Kaizen events. You will partner with CX Analytics to design and implement process measurement systems, analyze process data and utilize this information to identify and assess opportunities for improvement. Additionally, you will provide mentorship to BPI Specialists and promote the Lean Six Sigma process improvement culture within Airbnb.

Responsibilities:

  • Represent the BPI team in the Operational Change Management Team
  • Build relationships with cross-functional CX and broader business stakeholders
  • Organize, lead and facilitate global cross-functional programs and project teams.
  • Partner with CX Analytics to develop metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
  • Provide consultation on the use of Lean Six Sigma techniques to improve process performance and product quality and end to end customer experience
  • Lead initiatives to implement best practices in operations
  • Perform cost and benefit analyses and constructs business cases for process improvement opportunities.
  • Present opportunities for approval to senior leadership
  • Communicate progress to stakeholders.
  • Lean Six Sigma mentor for BPI specialists
  • Diagram and evaluate existing processes and leads process reviews.

Experience Requirements

  • 7 years of post-graduate experience in operations
  • Advanced knowledge of customer service and contact center operations
  • Lean Six Sigma Green or Black Belt Certified
  • Proven track-record of developing support solutions with positive impact to business metrics
  • Experienced in project management and leading cross-functional teams to successfully achieve business goals
  • Intermediate SQL skills
  • Advanced Excel
  • Advanced analytics capability

Competencies, Skills and Abilities:

  • Operational Skills:
    • Takes Initiative and pursues excellence in projects outcomes and, takes informed decisions with ease
    • Effortlessly navigates the organisation and constantly achieves results
    • Manages time efficiently and prioritizes work effectively in order to meet objectives.
    • Solution oriented, overcomes obstacles, and quickly devices and implements workarounds
  • Analytical skills:
    • Proactively analyzes operational dashboards to determine areas for improvement, problems and the impact of a given process change.
    • Skilled in the areas of process and root cause analysis, and statistics
    • Manages innovation workshops to generate new opportunities to solve problems
    • Effectively estimates, measures and manages work, and work of project team
    • Constantly seeks stakeholders perspectives, and uses data to guide decision making
    • Applies Lean Six Sigma methodology to solve business problems
    • A critical thinker with the ability to understand the implications of a given scenario within the operational context
  • Interpersonal Skills:
    • Welcomes ambiguity and collaborates cross-functionally with various stakeholders
    • Constantly self-aware and maintain composure in challenging circumstances
    • Displays courage, speaks up in difficult situations and demonstrates comfort debating amongst leadership
    • Excellent at building relationships, highly approachable, and receptive to others
  • Leadership Skills:
    • Craves accountability for work outcomes and delegates tasks and activities with ease
    • Effectively motivates project teams to achieve shared goals and outcomes
    • Navigates the organization easily and is able to achieve project results, challenge decisions and drive decisions making
  • Communication Skills
    • Superb at communicating upwards, laterally and downwards to stakeholders in the organization; including presenting to senior leadership
    • Proficient at negotiating with stakeholders to achieve win-win outcomes, and knows when to concede, for the greater good
    • Keeps stakeholders informed regarding project status, updates, risks and issues
    • Skilled at influencing stakeholders to achieve buy-in to ideas

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