Global Senior Operational Excellence Specialist Lean Six Sigma Black Belt
Every day, more than 1.000.000 room nights are reserved through our public website and other channels. Our global Customer Service (CS) team consists of 8000 people across the world, working in one of our 14 contact centers, representing more than 142 nationalities and more than 40 languages. At Booking.com we are constantly looking for ways to innovate our customer experience and the quality of the service we deliver. Our Customer Service Team handles all the inbound contacts from our guests and partners. Delivering impact through operational excellence is one of our top priorities in CS leadership and broader Booking.com organization.
The CS Operational Excellence Team drives organizational, performance and process improvements to enable our Customer Service teams to resolve customer requests to their satisfaction. Through these changes we deliver concrete results: higher guest and partner satisfaction, improved efficiency and/or employee engagement.
The Senior OPEX Specialist is responsible for driving and delivering complex 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.
For the initiatives they are responsible for, the Senior OPEX Specialist makes tactical decisions in the interest of business results and they effectively communicate the initiative and the results to a variety of stakeholders within and outside of CS.
Drive improvement initiatives from begin to end, starting from a known, prioritized problem
Prioritises tasks and deliverables to the ones most impactful
Organizes tasks and activities according to logical steps and plans that have been prepared in advance
Executes or coordinates all activities that are needed to make the initiative successful
Assure and safeguard the improvement on the long-term by installing the appropriate control measures & monitoring for key metrics
Effectively manages stakeholders (deliverables, expectations etc) in- and outside of OPEX, and in- and outside of CS
Documents and communicates progress. insights and results from the initiative to all relevant stakeholders
Takes ownership for all activities within the improvement initiative
We are looking for candidates with 3-5 years working experience and a proven track record in Lean Six Sigma, who are customer driven & passionate about solving complex problems alongside having ability to generate change that clearly contributes to business success. Specifically:
Structuring: capable of identifying key deliverables and milestones and planning accordingly autonomously
Problem Solving: capable of autonomously structured problem solving (root cause analysis)
Time management: Ability to successfully manage timelines and complete own tasks/ chase other tasks within pre defined timelines
Communication: Ability to communicate effectively with different levels in the organization, including senior management, in- and outside of CS
Stakeholder management: capable of constructively working with colleagues to achieve the objectives
Data analysis: Ability to process & interpret data (with support if needed)
Applying knowledge: Thinks beyond known methods to achieve objectives