About the Opportunity
Join the Community Support Team within Global Operations at Airbnb, a company that has revolutionized the way people experience travel and connect with communities worldwide. As a Manager, Business Process Improvement, you will be a key leader within the Business Process Improvement team, driving operational strategy execution to create more efficient and effective processes that adapt and evolve with the changing needs of our business.
The Community You Will Join
The Community Support Team is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. Our organization deeply believes in providing a frictionless experience at scale, working across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand.
The Difference You Will Make
As a Manager, Business Process Improvement, you will lead operational strategy execution to create more efficient and effective processes that can adapt and evolve with the changing needs of our business. A key focus will be in leveraging best practices in process design and improvement at scale and driving a systemic continuous improvement view across people, process, and technology. You will be responsible for:
- Managing a team of business process improvement analysts and leads
- Building and strengthening team capabilities in problem-solving, process mining, modeling, process design, and improvement at scale, and driving analytics approaches to enable business process improvement in service quality
- Contributing to the strategy and evolution of process improvement as an operational discipline and leading it in practice, providing recommendations to decisions in supported business focus areas
- Executing in alignment with strategic objectives of Community Support
- Making decisions on the best approaches based on data-driven analyses, identifying opportunities for incremental improvement and/or re-design
- Applying the right suite of process analysis and automation tools and technologies to drive further efficiencies to well-defined future state processes
- Balancing 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
As a Manager, Business Process Improvement, you will also be responsible for:
- Management of demands and associated resourcing of initiatives from the Community Support roadmap, operational changes, and various working groups
- Collaborating cross-functionally to align priorities and inform trade-offs
- Implementing ways of working that enable efficient flow of value-based outcomes from BPI, providing clear direction to the team when needed and support to remove impediments
- Driving Continuous Improvement maturity, including training, building practitioners, and embedding into our way of working
- Developing the team of problem solvers through coaching, mentoring, and other employee engagement activities
- Supporting stakeholders with a leadership perspective in process improvement project scoping, definition, design, and implementation
- Communicating regularly with stakeholders on how the work of BPI aligns to outcomes and continuing to improve as part of a holistic solutions-based approach
Your Expertise
We are looking for a seasoned professional with:
- A preferred Bachelor's Degree in Engineering, Business, or a related field
- 7+ years of experience in a customer support operations environment, process management, or process improvement field
- 10+ years of domain experience, including process mining, using solutions to accelerate identification of potential process opportunities (i.e., automation/optimization tools), and process improvement methodologies, including the orchestrated use of multiple technologies, tools, or platforms to drive process optimization at scale
- Experience as a people leader, with a proven track record of leading and coaching successful complex process improvements
- Lean/Six Sigma Black belt or equivalent process management expertise, with additional consideration given to Agile, service design, and other relevant experience
- A proven ability to interact and communicate with people at all levels of the organization in an open and transparent manner
- A proven ability to work collaboratively with a wide range of stakeholders, demonstrating the 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 the time
Your Location
This position is US-Remote Eligible, with the role potentially including 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.
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.
How We'll Take Care of You
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Pay Range
$150,000 - $193,500 USD
We Want to Hear From You!
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.
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