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Manager, Business Process Improvement

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Airbnb

Nov 8

Applications are closed

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • United States
    Remote

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.
  • Ability to travel up to 20% of time.

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.
  • 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.

FAQs

What is the primary focus of the Manager, Business Process Improvement position?

The primary focus is to lead operational strategy execution to create more efficient and effective processes that can adapt and evolve with the changing needs of the business, leveraging best practices in process design and improvement at scale.

What qualifications are preferred for this role?

A preferred Bachelor’s Degree in Engineering, Business, or a related field, along with 7+ years of experience in customer support operations, process management, or process improvement, and 10+ years of domain experience in process mining and optimization methodologies.

Is experience in Lean/Six Sigma required for this position?

Yes, a Lean/Six Sigma Black Belt or equivalent process management expertise is preferred for this role.

Will the Manager, Business Process Improvement be responsible for managing a team?

Yes, the role involves managing a team of business process improvement analysts and leads.

What is the expected travel requirement for this position?

The position may require travel up to 20% of the time.

Can this role be performed remotely?

Yes, the position is US - Remote Eligible, but candidates must reside in a state where Airbnb has a registered entity.

What kind of tools and methodologies should candidates be familiar with?

Candidates should have experience with process mining tools, automation/optimization tools, and process improvement methodologies, including the orchestrated use of multiple technologies and platforms.

What qualities are essential for effective communication in this role?

Proven ability to interact and communicate openly and transparently with people at all levels, alongside a strong capacity to collaborate with a wide range of stakeholders to drive alignment to measurable outcomes.

What kind of focus should the Manager, Business Process Improvement have towards customer experience?

A demonstrated focus on end-to-end customer journey and customer-centric outcomes is essential for this role.

Does Airbnb have a commitment to diversity and inclusion in their hiring process?

Yes, Airbnb is committed to attracting a diverse talent pool and fosters an inclusive environment that encourages creativity and engagement.

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Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit

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