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SalaryJob Description
Join us as our new Operation Excellence Specialist! In this role you will have the opportunity to drive and deliver pre-defined process improvement (including roles, performance and behaviours) initiatives from beginning to end within the Customer Service department. These improvements might be behavioural, technological or process focused and designed to improve efficiency, customer experience (as measured by CSAT, PSAT or FTR), employee experience and/ or for legal purposes. We will involve you in initiates where you are responsible for the definition of deliverables and timelines. Beyond that you will implement role specific tasks that are important for the initiatives, as well as follow up with other collaborators on results that other teams should deliver.
Through these changes, you will deliver concrete results, higher stakeholder engagement, improved employee experience and organisational efficiency. Auditing the existing operational processes to find efficiency gaps.
Key Responsibilities and duties:
- Drives process and technical improvement opportunities across departments in a diverse stakeholder field (e.g. Operations, Product, Analytics and Legal) in order to achieve business efficiency, customer loyalty and/or partner experience
- Prioritises tasks, solutions and results for assigned improvement initiatives, based on impact and effort.
- Organizes tasks and activities according to logical steps.
- Drives process improvement applying a pragmatic approach supported by methodologies like lean six sigma (e.g. DMAIC, Project charter, RICE)
- Drives OPEX specific activities, which can include collecting input, analyzing feedback, analyzing and updating guidelines, defining and prioritizing solutions, setting up and/or monitoring tests, analyzing results, implementing changes and control plan
- Effectively manages, supports and/or advises on deliverables that are required within OPEX and/or from other business units
- Documents and communicates progress. insights and results from the initiative to relevant partners.
- Takes ownership for all activities within the improvement initiative within own (pre defined) circle of influence
- Assure and safeguard the improvement on the short-medium long-term by installing the appropriate control measures & monitoring for key metrics
- Complete projects to increase operational efficiency and effectiveness of the track, with a focus on automation and scalability.
- Apply various improvement techniques like Lean Six Sigma to ensure a professional and consistent approach on waste reduction in Operational processes.
- Create problem statement drafts on existing processes with improvement recommendations
- Be multiskilled to carry out a mix of Process Design, Service Design, Project Management and Change Implementation.
Role qualifications and requirements:
- Customer driven & passionate about solving problems. Ability to generate change that clearly contributes to business success. Specifically:
- Structuring: capable of identifying key deliverables and milestones and planning accordingly with support
- Problem Solving: capable of structured problem solving (root cause analysis) and delivering solutions that contribute to business objectives
- Time management: Ability to successfully manage timelines and complete own tasks/ chase other tasks within pre defined timelines
- Communication: Ability to communicate effectively at all levels in the organization, in- and outside of CS
- Stakeholder management: capable of constructively working with colleagues to achieve strategic and tactical objectives
- Data analysis: Ability to process & interpret data (with support if needed)
- Demonstrate a track record of defining & implementing process improvements, leading them from start to finish.
- Expert in Lean Six Sigma- Green belt
- Strong focus on business impact
- Proactive and positive attitude
- Good communicator (on several levels) and ability to work with, influence and align with multiple stakeholders.
- Flexible and capable to find the right balance between structured problem analysis and project deliverables and management and ability to deal with B.com’s fast-paced change environment
Benefits & Perks: Global Impact, Personal Relevance
- A phenomenal office to work in the heart of Manchester with a subsidised canteen & free lunch.
- Annual paid time off
- Parental leave – 22 weeks
- Bereavement leave – up to 4 weeks
- Free access to Headspace for you and your loved ones
- Global Employee Assistance Program
- Booking Cares – 2 days per year to volunteer
- Referral Bonus
- Booking events & parties
- Hybrid working
#ThinkInclusion: Wellbeing & Inclusion at Booking.com:
Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”
Read all about IDBW and the Employee Resource Groups (ERGs) at Booking.com here
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment Screening:
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
