Airbnb User Experience Process Improvement Lead 

Ireland, Dublin 

360624670

A Typical Day

Pod Lead (60% of time)

• Co-create the strategic vision and roadmap for the UX pod with the Community Excellence team leader. You will develop and own pod KPIs and their respective performance targets.
• Oversee the day-to-day activities within your pod, ensuring optimal resource management, timely delivery, and execution. When pod members need support and thought partnership, you’ll be their first point of contact.
• Drive a high-performance culture within your pod through active coaching and mentoring. You’ll be responsible for fostering pod member’s growth and development.
• Continually and proactively identify areas of improvement in the UX space, develop business cases, and obtain leadership’s support to ensure we’re delivering a world class experience for our users.
• Provide direct updates to leadership on plans, progress, and any problems surrounding your pod, through a regular cadence of updates, portfolio reviews, and monthly business reviews.
• Continuously evaluate and improve the management processes and methodologies to enhance organizational efficiency and contribute to the maturation of the UX Pod and Community Excellence Team.

Project/Program Lead (40% of time)

• Drive end-to-end process improvement initiatives through robust planning, and actively lead the discovery, execution, launch, and post-launch control phases of your projects.
• Construct and lead high performing, cross-functional project teams within operations and shared services, managing multiple projects and programs simultaneously.
• Develop hypotheses and complete data-driven, deep dive analysis to uncover the root cause of problems.
• Identify, develop, and implement optimal solutions across our Trust Operations teams and product landscape. Ensure solutions have been rigorously tested before rolling out at scale.
• Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
• Ensure lasting change through the ownership of key metrics and delivery of post-launch improvements. Once quality and performance have achieved target, develop comprehensive control plans for your customers to ensure their success.
• Collaborate closely with senior leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.

Skills & Experience

• Bachelor's degree in Business, Operations, Engineering, or a related field.
• 8 years of experience in project/ program management, continuous improvement, or strategy management
• Proven experience in designing, improving and implementing new processes into operational organizations.
• Excellent strategic and analytical capabilities, problem-solving skills, and business acumen; strong judgment in navigating and resolving sensitive situations
• Certification in continuous improvement (Lean/Six Sigma) or UX Design; track record of creating and contributing to a culture of continuous improvement. Project management certification is a plus.
• Ability to influence without authority, and a strong track record of coaching and mentoring peers on projects.
• Ability to drive multiple concurrent initiatives in a fast paced environment with evolving requirements and timelines
• Proven organizational and leadership skills to motivate and influence others positively to drive for results
• Demonstrated ability to interact and work effectively across functional teams and at multiple levels within the organization, including technical product, engineering, and policy teams
• Ability to build strong relationships and partner with key stakeholders to build trust and influence at multiple levels within the organization
• Excellent written and verbal communication skills, with a focus on communicating with senior leadership.
• Incredibly organized and resourceful; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations