Job Summary

Airbnb is one of the world’s largest marketplaces for unique, authentic places to stay and things to do, offering over 7 million accommodations and 40,000 handcrafted activities, all powered by local hosts. An economic empowerment engine, Airbnb has helped millions of hospitality entrepreneurs monetize their spaces and their passions while keeping the financial benefits of tourism in their own communities. With more than half a billion guest arrivals to date, and accessible in 62 languages across 191 countries and regions, Airbnb promotes people-to-people connection, community and trust around the world.

About Airbnb China

As an independent business unit, China is one of the major engines behind Airbnb's global growth. The company has increased its investment in China and experienced rapid growth since officially entering the market at the end of 2015. Airbnb continues to  focus on product localization and innovation to better serve local users and enhance the user experience, nurture a trusting local community, and engage Chinese Millennial travelers with inspiring brand moments. As one of the leaders in the home sharing industry, Airbnb works with partners across many fields to actively promote the sustainable development of this emerging industry and achieve win-win results for everyone. Airbnb will continue to build an efficient local team, bringing the end-to-end, authentic travel experience to Chinese travelers, and creating a world where "anyone can belong anywhere".

 Our Community Support(CS) Team is growing and we want you to be part of it! 

As a BPI you will support and lead pilots and projects that will focus on the analysis and improvement of CS business processes, in order to increase operational efficiency, process quality, and result in outstanding customer experience.

You will collect and analyze process data with support from CS Analytics and utilize this information to recommend and implement improvements to workflow. You will work cross-functionally with Support Product, Tier Service Managers, Regional Service 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.

Responsibilities

• Diagrams and evaluates existing processes
• Leads or supports cross-functional project teams to implement operational improvements
• Implements process improvement projects using Lean Six Sigma methodology
• Builds relationships with cross-functional CS stakeholders
• Collects data and insights from operations to identify root cause of problems
• Measures performance against process requirements
• Surveys, identifies and analyzes best practices for techniques and processes
• Leads and supports initiatives to implement best practices in operations
• Presents opportunities for approval to management
• Communicates progress to stakeholders
  
  

Requirements

• 5 years of business process improvement experience
• Advanced knowledge of contact center operations
• Lean Six Sigma Yellow Belt; Green belt a plus
• 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
• Entry level SQL skills, Excel, analytics capability

 

Airbnb爱彼迎公司简介 

爱彼迎是全球领先的特色住宿和体验项目预订平台，提供700多万个独具当地特色的住宿选择和4万项精心策划的体验活动，均由当地房东和体验达人倾力打造。作为赋能经济发展的引擎之一，爱彼迎正在帮助数以百万计的旅游服务创业者将房源和爱好转化为收入，也让当地社区享受到了旅游业带来的经济效益。迄今为止，爱彼迎已接待超过5亿人次房客，在全球191个国家和地区提供62种语言服务。爱彼迎致力于在全球范围内促进人与人之间的交流和信任，打造充满人情味的社区。

爱彼迎中国简介

作为一个独立的业务部门，中国是Airbnb爱彼迎全球增长的重要引擎之一。自2015年底正式进入中国起，爱彼迎在中国市场不断加大投入，实现了持续快速增长。爱彼迎将持续升级本土产品，打造创新的品牌活动，提升用户体验，构建有凝聚力的社区。作为共享住宿行业的领军者之一，爱彼迎还携手各方，积极推动这一新兴行业的可持续发展，实现多方共赢。我们将继续打造高效的本土团队，将原汁原味的旅行体验带给中国旅行者，创造“家在四方”的归属感，重新定义旅行。

作为业务流程优化团队，您将支持分析和改进CS业务流程的试点和项目，以提高运营效率，提升服务质量并为提供出色的客户体验提供支持。

您将在CS数据分析团队的支持下收集和分析过程数据，并利用此信息来建议和实施工作流程的改进。您将与支持产品，层级服务经理，区域服务经理，
运营变更管理和共享服务进行跨职能合作，以交付具有可衡量的积极影响的成功改进项目，并将这些解决方案过渡到运营中以获得持续的成果。