Manager, Business Process Improvement

The Community You Will Join:

You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results.

The Difference You Will Make:

• Build problem solving skills and capability within the teams through workshops, learning forums, playbooks
• Drive culture of continuous improvement within the teams
• Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them. 
• Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.
• People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development
• Streamline overall ways of working and identify opportunities for improvement
• Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery

A Typical Day:

• Diagrams and evaluates existing processes. Builds transformation journeys
• Leads or supports cross-functional project teams to implement operational improvements within Trust
• Designs experiments & leads them as a Project Manager
• Implements process improvement projects using Lean Six Sigma methodology. Builds relationships with cross-functional Trust stakeholders
• Collects data and insights from operations to identify the root cause of problems.
• Measures performance against process requirements.
• Presents opportunities for approval to management.
• Communicates ,Story tells using powerpoint presentations ,progress to stakeholders 
• Leads workshops & brainstorming sessions  for CS & across functions
• Mentors & coaches the team from LSS , conflict management, storytelling & stakeholder management perspective

Your Expertise:

• A minimum of 10+ years of experience in Continuous Improvement, Process Design, process re-engineering and/ or operations
• Any Post Graduate - Preferred
• Advanced knowledge of contact center operations, AML, Fraud/ Risk operations
• Preferred Certified Lean Six Sigma Black Belt
• Strong stakeholder management skills
• Proven track-record of developing and delivering support with positive impact to business metrics
• Experienced in project management and engaging with cross-functional teams to successfully achieve business goals
• Comfortable with large data sets, able to derive insights and storytell through presentations.
• Excellent analytical capability & ability to translate strategy into onground implementation
• Self starter comfortable working in ambiguous situations
• Excellent Storytelling capabilities
• Good understanding of the Industry relevant automation tools & Technologies. - Preferred
• Experience of working/ collaborating with product teams to bring improvements/ impact - preferred
• Design Thinking Practitioner, Agile/Project Management certification is a plus

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.