CS Delivery Excellence Manager

The Community You Will Join: 

Airbnb is seeking a CS Delivery Excellence Manager to support the global Delivery function. The Delivery Excellence Manager role is an individual contributor position. They will own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams’ ways of working, etc.), as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line or channel, launch of product features, change in workflow or training, etc.).

The Difference You Will Make:

The CS Delivery Excellence Manager will bring operational expertise to Customer Support initiatives and serve as the voice of our frontline teams, while helping to shape and manage the Global Delivery Operating System by coordinating key strategic initiatives. In collaboration with Delivery Leadership, the CS Delivery Excellence Manager will design and execute the evolution of our internal and partner management teams through standardization, upskilling, and cross-skilling.

A Typical Day: 

• Influence upstream service and product design to enable effective operationalization and efficient, successful operations.

• Ensure the frontline teams’ voice is included at every stage of developing new services, workflows, and tools, demonstrating thorough knowledge of people, product, and process impacts on operational performance.

• Support operations leaders globally in driving and managing performance, working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective and scalable environment through appropriate tools, metrics, and reporting.

• Coordinate and lead key meetings to drive the implementation and success of the global delivery operating system.

• Foster a strong and efficient performance management culture within the delivery team and partner sites, from leadership to ambassadors.

• Lead performance management and operations improvement initiatives across the delivery organization.

• Demonstrate strong leadership on important issues such as Diversity & Belonging, Allyship, Ethics, Compliance, and maintaining high standards of service to the company.

• Leverage root cause analysis and a deep understanding of metrics and behaviors to effectively prioritize initiatives and achieve overall KPIs.

• Create performance management playbooks, training programs, and onboarding plans.

• Help establish career frameworks for teams in close collaboration with Talent.

• Lead management summits and engage with senior stakeholders across Delivery to drive engagement and establish a high-performance culture.

Your Expertise:

• 10+ 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.

• BA/BS degree required; MBA or equivalent Master’s degree strongly preferred.

• Proven experience translating big-picture goals and strategy into actionable plans and driving strategic initiatives through influence and stakeholder management.

• Exceptional communication and collaboration skills, with the ability to adapt style for diverse audiences including engineers, product teams, analytics, frontline teams, and executive leadership. Skilled in formalizing documents and presentations for broad or senior audiences.

• Highly organized and resourceful; skilled at multitasking, attention to detail, and follow-through, even in ambiguous situations.

• In-depth, data-driven understanding of customer service operations, with expertise in root cause analysis, process optimization, and continuous improvement approaches.

• Experienced working in global teams at scale, thriving in fast-paced environments where ambiguity and change are common.

• Strong work ethic with a proactive approach, professionalism, confidentiality, sound judgment, and the ability to handle conflict, provide and receive feedback, and manage employee or Talent issues.

• Deep cultural competency and a commitment to diversity and inclusion.

• Ability to work weekend days and participate in on-call rotations as required.

Your Location:  This position is Canada - Remote 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: 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: reasonableaccommodations@airbnb.com. 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 for an existing vacancy within the organization.