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.