As a Business Process improvement Manager you will be responsible for improving Customer Experience (CX) business processes in order to achieve Airbnb's mission - "the Most Loved hospitality company on the planet, and beyond". You will be an integral member of the Business Process Improvement (BPI) team and report to the Global BPI Manager.

You will lead global and regional programs and projects that will focus on the continuous improvement of CX operations efficiency, process quality and customer experience. You will work cross-functionally with CX Operations, Training, Quality and Knowledge Management teams to ensure that the front line CX Specialists have the most efficient and effective workflows to help with resolving customer issues .

You will design and implement process measurement systems, analyse process data utilize this information to identify and assess opportunities for improvement as part of the continuous improvement process.

This is a contract position. In this role, you will be employed by a third party agency. You will not be engaged as an employee of Airbnb, and will not be eligible for Airbnb employee compensation or benefits.


  • Bachelor's degree in any field
  • Minimum of 8-10 yrs overall experience
  • 5+ years of experience in Business/Operational Excellence inclusive of Client-side operations and BPO
  • Certified Lean Six Sigma Black Belt (BB) preferred - Green Belt Minimum
  • Demonstrated experience using LEAN and Kaizen concepts
  • Customer Experience (CX) operations experience is preferred


  • Solution orientated, overcomes obstacles, quickly devise and implements workarounds
  • Action oriented self-starter who is driven to deliver results and exceed expectations
  • Proficient in the areas of process and root cause analysis
  • A critical thinker with the ability to understand the implications of a given scenario within the operational context
  • Skilled at influencing stakeholders and gaining buy-in for improvement ideas
  • Superb at communicating upwards, laterally and downwards to stakeholders in the organization; including presenting to senior leadership
  • Analyze operational dashboards to determine areas for improvement, problems and the impact of a given process change. Skilled at the use of excel. Entry level SQL.
  • Proven track-record of developing support solutions with positive impact to business metrics.
  • Experienced in project management and leading cross-functional teams to successfully achieve business goals


  • Available for a minimum 40 hour week with flexibility to start early, work late and travel as appropriate to deliver on job responsibilities
  • Analytical by nature with a thirst for problem solving and improving processes


250,000 above


We believe that Ayala’s greatest strength lies in our people. Integrity, responsibility, and accountability guide the way our people work. They commit to upholding our core values and share the company’s vision of national growth and development while supporting our business objectives. Working as a group, we build on the unique strengths of our subsidiaries and explore opportunities for synergy because it is through shared goals and commitments that we can achieve more and do better.



11F Tower 1, The Enterprise Center, 6766 Ayala Ave. Makati 1220