Process Strategy and Optimization Manager

Details

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

The Process and Strategy Optimization (PSO) Team within Trust Operations exists to serve and support the broader needs of our Airbnb community. We strive for the perfect delivery of existing and new defenses and to our ops teams, which preserve and build more trust within our communities. We ensure solutions are innovative, scalable, and deliver a world-class experience for our users.

The Difference You Will Make:

As the Process and Strategic Optimization Lead, you are responsible for driving large-scale, cross-functional, and cross-platform improvement projects and programs that help achieve the strategic goals of the organization. Simply put, you will deliver process improvements in the user experience space, quality or cost optimization while limiting extreme events. While this role is an individual contributor (IC), you will also be responsible for training and mentoring team members on process improvement methodologies and tools.

A Typical Day:

• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost.
• Lead business requirements from Ops and communicate them to cross functional teams, facilitate discussion and influence system design, architecture and prioritization to get Ops requirements on the respective cross functional teams’ roadmap.
• Collaborate with Product Management and other cross functional stakeholders including Engineering, Data Science, Data Analytics, Policy and Shared Services to drive alignment on overall business goals and requirements and establishes an operating rhythm to optimize product and process improvements while fostering innovation.
• Be the Subject Matter Expertise on Technical Tools and Processes for Ops across all Trust domains and stay informed about industry trends, emerging technologies and competitive landscape.
• Drive cross-functional project teams to ensure initiative goals deliveries are on budget and on schedule and act as a liaison to communicate and plan for any unplanned events across Trust Ops organization.
• Lead, manage and facilitate the delivery, implementation and adoption of initiatives/programs by cross functional teams across internal and partner teams in Trust Operations organization.
• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects.
• Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement.
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.
• Responsible for growth, coaching and mentorship of other members of the team to promote continuous improvement culture within the organization.

Your Expertise:

The successful candidate will be an experienced Tools and Process Improvement professional with:

• Master / Bachelor Degree in Engineering, or Science, (Engineering background is preferred).
• 10 years of experience in front office or back office operations related field with minimum 6 years experience in a process improvement in evaluating, implementing and managing tools and technologies.
• Proficient in process improvement methodologies and experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational costs and bottlenecks.
• A strong team player with high Initiative and demonstrated project management skills.
• Strong data-driven analytical abilities and proven performance in operation problem-solving with strong experience in delivering quality assurance processes to maintain high standards of quality in back office operations as well as tools.
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization.
• Proven organizational and leadership skills to motivate and influence others positively to drive for results.
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization.
• Be able to manage multiple tasks simultaneously with minimal direction.
• Proactive and autonomous.
• Excellent verbal and written communication skills.

Benefits:

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.