At Booking.com, The Content Agency is constantly looking for ways to innovate our stakeholder experience and the quality of the service we deliver. Our Content Operations Team handles a series of tasks like Translation, Localisation, Geo data, Content writing, Content Moderation etc. thus empowering Booking.com provides world class experience to our Customers. Delivering impact through operational excellence is one of our top priorities in Agency leadership and broader Booking.com organisation.
The Operational Excellence team will drive organisational performance and process improvements to create an efficient supply chain for Booking.com Content Agency. Through these changes we deliver concrete results: higher stakeholder satisfaction, better tooling user experience and improved operational efficiency.
As Operational Excellence Specialist in the Agency Ops. Change and Development Team, you will be driving change and improvement in Agency's operational performance. Your role would be to execute the strategic roadmap using process improvement techniques and own the Operational Tooling maintenance, while making improvement recommendations. You will also be auditing the existing operational processes to find efficiency gaps and close the same. In this role you will work together intensively with the Operations teams as well as with the other Global Support Teams, like for example Solutions teams, Communication & Implementation team.
Execute projects to increase operational efficiency and effectiveness of the track, with a focus on automation and scalability
You will work closely with the Operations teams and Solutions teams while executing on Process Improvement strategy, as well as communicating with stakeholders
Shadow various Operations teams to understand the efficiency gaps, if any. Similarly; Audit Operational processes to identify efficiency gaps if any and subsequently make improvement recommendations
Act as single point of contact for Operational Tooling maintenance, responsible for adding / removing employees into a tool and also granting appropriate access rights to employees. Create, update and maintain Tooling handbook(s) which can be used as a reference guide as well to onboard new employees. Create and manage a feedback loop between Operations, Solutions and Product on various tools including improvement / upgrade wish list
Apply various process improvement techniques like Lean & Six Sigma to ensure a professional approach on waste reduction in operations processes
Create 'Problem Statement' drafts on existing processes with alternative recommendations along with the requisite business case
Demonstrated track record (2+ years) of defining and executing process improvement initiatives leading them from start to finish
You are an expert in Lean Six Sigma (at least green belt trained)
You have a strong focus on business impact and actionable recommendations
Very high problem solving and structuring skills, with the ability to simplify complex areas
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 management and agility to deal with B.com fast-pacing change environment