Senior Operational Excellence Specialist - Trust & Safety

About us

BV - the company behind the world-leading online travel platform ™ - is seeking a Senior Operational Excellence Specialist for Trust & Safety. Our mission is to keep customers safe and foster trust in our products and services. We work to encourage positive behavior from partners and guests and to create a secure, seamless experience for everyone.

The Trust & Safety Team sits within the Security, Safety & Fraud Department, - a dynamic, lean organization that supports day-to-day global safety and security operations.

In this role, you will be responsible for identifying, designing, and running continuous improvement projects to support Tier 1, Tier 2, and Tier 3 Trust & Safety Operational teams across CoE Bangalore, Amsterdam, and partner sites. You will drive impact by optimizing and scaling operational efficiency through close collaboration with a diverse range of local and global stakeholders.

• Conduct Research: Utilize both qualitative and quantitative research methods to identify user and business needs, optimizing existing Trust & Safety processes and workflows.
• Cross-Functional Recommendations: Collaborate with Trust & Safety Analysts, Project Managers, (Technical) Product Managers, Policy, Legal teams, and Training to provide structured, timely recommendations that enhance and improve processes at all levels of the organization.
• Translate Feedback to Process Improvements: Collect feedback from local and central teams, prioritize operational pain points, and write clear user stories for process improvements.
• Validate & Scale Improvements: Design, coordinate and evaluate pilots for new operational processes, workflows, tooling and automation, using data-driven insights to validate effectiveness and support scalable implementation.
• Drive Lean Methodologies: Apply a pragmatic approach to process improvement combining tools like Lean Six Sigma, Design Thinking, and root-cause analysis.
• Cross-Functional Partnership: Build strong relationships with operational teams, cross-functional units, and broader Operational Excellence teams.
• Change Management: Ensure smooth implementation of new processes by designing clear communication plans.
• Transparency & Reporting: Actively manage global stakeholders, align on current priorities, and present clear, data-driven updates back to senior leadership.

• Bachelor’s Degree or equivalent professional experience.
• 3+ years of hands-on experience leading and delivering continuous improvement projects internationally within a highly matrixed stakeholder environment.
• Proven experience applying standard Project Management and Continuous Improvement methodologies (e.g., DMAIC, Six Sigma, PDCA) in a fast-paced service, tech, or commercial environment.
• Lean Six Sigma Green Belt (or higher) certification is a strong plus.
• Familiarity with security case management or ticketing tools (e.g., Jira, Tines) is highly preferred. Experience working within security, safety, or fraud domains is a strong plus.
• Autonomously process and interpret multiple complex data sources and customer insights to uncover underlying trends and operational gaps.
• Strong track record of working with large datasets and translating complex data into actionable process improvements.
• Ability to synthesize complex technical insights into clear, compelling formats and present them confidently to senior management.
• Excellent interpersonal skills with the emotional intelligence to navigate sensitive, confidential, and high-stakes Trust & Safety data with absolute professionalism.
• A self-starter with a high degree of personal accountability, excellent time-management skills, and a strong commercial/business-driven mindset.

’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well  benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product…