Implementation and Process Optimization Manager

Are you interested in joining an organization with a global reach? At Concentric, “We Manage Risk Everywhere to Keep People Safe.” If you are passionate about intelligence, risk analysis, threat management, executive protection, security operations, or business resiliency, Concentric may be the organization you’ve been searching for!

Concentric is a risk consultancy specializing in delivering strategic security and intelligence services. We provide holistic, intelligent security solutions for private clients and corporations globally. Concentric offers strategic advisory services, risk assessments, physical protection, threat intelligence, open-source monitoring, program audits, secure embedded staffing, and training for security teams and intelligence analysts.  

Our ultimate goal is to be recognized as the most innovative, capable, and trusted Risk Management partner in the world, and we do this by following these core values: 
 
Integrity – Collaboration - Relationships – Excellence – Creativity - Results  

We are currently looking to hire a remote Implementation and Process Optimization Manager to join our team (embedded with our client in San Francisco, CA)!

This position allows for remote work arrangements from the United States. 

JOB DESCRIPTION

The Strategic Programs & Implementation Team within Fraud and Safety Operations exists to serve and support the broader needs of our Airbnb community. We strive for the perfect delivery of new defenses and defense enhancements to our ops teams, which preserve and build more trust within our communities. We ensure solutions are innovative, scalable, and deliver a world-class experience for our users.

As a Strategic Implementation and Process Optimization Manager, you are responsible for driving large-scale, cross-functional, and cross-platform projects and programs that help achieve the strategic goals of the organization. You serve as the bridge between upstream groups (product, policy, hosting, community support) and cross functional stakeholders within operations and shared services to bring initiatives to life. You are responsible for ensuring the solutions launched are innovative, optimized, and scalable for Trust Operations. You must constantly advocate for your customers and will have a key voice in influencing the development of solutions. You will achieve this by becoming the domain expert, pushing productive frictions with your teams, and maintaining the highest levels of accountability.

RESPONSIBILITIES

• Develop and lead high performing, cross-functional project teams within operations (Partner
• Management, Internal Operations, Tools Support, Product Ops) and Shared Services (OCM,
• WFP, Training, KM, Quality), managing multiple projects and programs simultaneously.
• Create comprehensive and nimble end-to-end implementation plans through robust planning and actively drive the execution, launch, and post-launch control of solutions.
• Collaborate closely with leadership to establish and maintain strategic alignment, communicate project status, and manage expectations.
• Responsible for identifying and developing all operations business requirements, writing business requirements docs, and partnering with product & engineering teams to incorporate and prioritize ops’ needs into product requirement docs (PRDs).
• Become the domain expert in your fraud and safety space and design high-quality end-to-end agent investigation workflows. You will leverage internal Airbnb tools to architect robust, error proofed, and streamlined processes.
• Develop comprehensive user acceptance testing (UAT) plans and own end-to-end UAT of agent workflows to ensure solutions are ready for live production.
• Drive optimal ops forecasting through close collaboration with product and workforce planning teams. As assumptions change, you’ll update plans dynamically and apply a lens of radical stewardship to the use of company resources.
• Ensure solutions have been rigorously tested before rolling out at scale. Develop experiments, pilots, feedback channels and corresponding pre-launch success criteria to maximize learnings that inform solutions.
• Partner with training teams to develop meaningful and exhaustive agent training that maximizes learning and knowledge retention.
• Develop key insights into the quality and performance of your implementation. You’ll define key success metrics alongside your advanced analytics partners, and ensure robust dashboards are created to monitor the performance of pilot, launch and post-launch.
• Maximize decision accuracy by ensuring quality metric frameworks are developed and tailored for your solution. Partner with QA teams to drive root cause analysis of decision accuracy errors, and develop solutions to prevent future failures.
• Develop hypotheses and data collection plans when issues arise. Seek to prove or disprove through deep dive analysis.
• Ensure lasting change through the ownership of key metrics and delivery of post-launch continuous improvement efforts.
• Facilitate identification of areas for inefficiencies/improvement and opportunities for innovation from Operational standpoint as well as market trends and competitive landscape geared towards improving customer experience and optimizing cost.
• Champion continuous improvement philosophy and drive adoption of Lean and Agile methodology culture in the organization through training, coaching/mentoring, and leading/managing/implementing continuous improvement projects.
• Lead Performance Analysis by establishing Key Performance Indicators (KPIs) for each of the functional domains and effectively leverage data to measure success and identify areas of improvement.
• Be a champion of data-driven decision making approach and culture to drive continuous performance improvement.

REQUIRED QUALIFICATIONS

• Master / Bachelor Degree in Engineering, Science, or Operations (Engineering background is preferred).
• 8+ years of experience in, project/ program management, continuous improvement, technical program management, management consulting, or product management.
• Experienced problem solver, who is an expert in navigating ambiguity and critical thinking.
• Experience of driving continuous process improvement within an organization including development and implementation of strategies to optimize workflows and reduce operational bottlenecks.
• Expert in process mapping, and 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.
• 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 PMO teams.
• Certification in project management or Lean/Six Sigma a plus; track record of creating and contributing to a culture of continuous improvement.
• 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.
• This position may require periodic travel requirements no greater than 10%.

COMPENSATION & BENEFITS 

• 100% Employer paid medical, dental, and vision benefits
• Medical selection of PPO or HDHP, including HSA employer contribution
• Medical FSA
• Dependent Care FSA 
• Employer-paid insurance: life, STD, LTD, and AD&D 
• 401k including employer match & immediate vesting
• 11 paid holidays 
• Paid leave (vacation, sick, parental) 
• Annual Health & Wellness Benefit
• Generous Fertility/Adoption benefit
• National discount employee program
• Employee Assistance Program for personal needs
• Credentity Protection - Eclipse Digital Protection by Concentric
• Dedicated Security and Intelligence Training Programs for Professional Development 
  
• Coaching and Mentoring Opportunities

Concentric acknowledges the systemic barriers in the security industry and recognizes that removing those barriers will require a collaborative and conscious effort. Concentric is committed to programs and initiatives around diversity, equity, and inclusion that better our organization and our greater community. We are creating a diverse environment and are proud to be an equal opportunity employer. We encourage people from all backgrounds to apply. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

Concentric Advisors is committed to protecting the privacy and security of all applicants who submit personal information to us. You can access our GDPR and CCPA policy by clicking the GDPR button at the bottom of our career page.