Manager, Business Process Improvement

The Community You Will Join: 

The Community Support Team within Global Operations  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, works 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:

The BPI manager will be a key leader within the Business Process Improvement team which is part of Global Service Optimization.  This role 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.  

A Typical Day: 

Leadership 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.

Tactical responsibilities

• 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. 

Your Expertise:

• 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

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: reasonableaccommodations@airbnb.com. 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.