Delivery Excellence Manager

The Difference You Will Make:

Airbnb is seeking a Delivery Excellence Manager to join our Community Support organization and lead a team of Team Specialists within Premium Support. This is a new, full-time people manager position based in Canada East - Remote. You will manage a team of 7-8 Team Specialists across Canada and EMEA, coaching and developing them across three areas of work: subject matter expertise, operations and administration, and projects. 

You will also help the team move from a small, self-organizing group to a larger, regionalized operation with more formal systems and processes, including how work is requested, assigned and tracked.

You will need hands-on people management experience (coaching, performance management and developing team members), a background in customer service operations, an understanding of hospitality and premium support, and active use of AI tools in your day-to-day work. Experience leading a team through change is essential. Structured project management and data/reporting experience are key to success in this role.

A Typical Day: 

Lead the team's subject matter expertise (SME) work as the frontline for Premium Support

• Build and nurture an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA.
• Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations.
• Mentor Team Specialists into larger project management initiatives. Create development paths and stretch assignments that take them from owning small work streams to leading cross-functional projects.
• Identify and implement workflow improvements, maintain and improve Slack-based processes, and bring insights back to leadership  

Run the team's operations and administration work in partnership with Workforce Planning 

• Oversee scheduling, including maintaining NICE and related spreadsheets and managing the scheduling inbox
• Set and track targets for the quality, volume and turnaround of consult output, making sure the team provides the right types of consults.
• Lead the team’s subject matter expertise (SME) work as the frontline for Premium Support, overseeing consults and refresher sessions.
• Build a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team.
• Run the team’s operations and administration work in partnership with Workforce Planning, including scheduling, NICE and related spreadsheets, and the scheduling inbox.
• Identify and implement workflow improvements, and maintain and improve Slack-based processes.

Drive projects that scale operations and bring performance insights to Premium Support leaders 

• Lead and coach Team Specialists to run fully structured projects, including process design, communications, change management plans and success tracking 
• Drive automation and scaling initiatives, including AI-enabled tools that replace manual, spreadsheet-based processes
• Bring performance insights from consult and admin work to Premium Support managers and leaders to support coaching and performance improvement

Build and nurture an engaged & diverse team across Canada and EMEA

• Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale
• Coach and uplevel Team Specialists, supporting and challenging them to meet and exceed expectations 
• Build a systematic, capacity-based approach to work intake and distribution in place of informal volunteering, and balance workloads fairly across the team
• Lead the team through change as it moves from small, self-organized ways of working to more formal, regionalized systems and processes
• Keep up with day-to-day management, including flexing your schedule to overlap with team members in EMEA when needed

Your Expertise:

• 8+ years of progressive experience in contact center or customer service operations, including increasing responsibilities in strategy, operations optimization, and involvement in data and technology-driven programs.
• Direct people management experience, including coaching, performance management and developing team members
• BA/BS degree required; MBA or equivalent Master’s degree strongly preferred
• Background in customer service operations, with an in-depth understanding of how agents and managers work at scale and how to run operations effectively
• Hospitality or premium tier support knowledge, with a clear sense of what good looks like in supporting frontline teams
• AI fluency: active use of AI tools in your day-to-day work, with comfort leading a team that is rapidly adopting AI in its workflows
• Change management skills, with the ability to lead a team through a transition from informal to structured ways of working
• Experience translating big picture goals and strategy into implementable and concrete actions for your teams
• Ability to “speak the language” of various stakeholders within the organization (from engineers to product to process improvement to analytics) with a capacity to adapt communication to frontline teams or executive leadership 
• Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception
• Excellent communication skills for collaborating with stakeholders and ensuring transparency within the team
• Ability to formalize documents & decks to either work cross-functionally or present to senior leadership or vast audiences 
• Ability to drive strategic initiatives within the organization exercising deep influential skills & stakeholder management 
• Strong work ethic, proactive, exhibits positivity, professionalism, confidentiality and good judgment
• Comfort with conflict, giving and receiving feedback, and handling employee/Talent issues
• Cultural competency and a strong commitment to fostering diversity and inclusion within the team
• Ability to work weekend days and on-call required, with flexibility to adjust your hours to overlap with team members in EMEA
• Nice to have: structured project management (PMO) experience, including process documentation and scaling operations; experience with Airtable or similar tools; familiarity with NICE or similar workforce management tools; and experience working with EMEA teams or managing across time zones

This position is Canada - Remote East Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Alberta, Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

We use automated tools to help our recruiting team efficiently screen a large volume of applications. All final hiring decisions are made by a human reviewer. 

This role is newly created and does not replace or backfill an existing position.