Senior Manager, Global Delivery Excellence

4 hours, 22 minutes ago
Full-time
Lead
Project and Program Management
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Develop and drive sustainable operating models for the global Delivery function.
  • Build and nurture a high-performing, diverse team of Delivery Excellence experts and managers.
  • Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale.
  • Support team performance and professional growth through coaching, feedback, and expectation-setting.
  • Influence upstream service and product design to improve operationalization and delivery outcomes.
  • Build relationships across the customer support network to bring the frontline perspective into planning and decision-making early.
  • Facilitate the smooth launch and execution of critical customer support programs and strategic initiatives.
  • Track initiatives across teams and report progress and impact to Delivery leadership.
  • Define and run leadership forums, including staff meetings and Delivery priorities sessions.
  • Coordinate cross-functional reporting on business results and impacts with teams such as BizOps and CSA.
  • Define and drive an optimization roadmap to scale ways of working and improve operational efficiency.
  • Support day-to-day operations with subject matter expertise and identify opportunities to streamline internal processes.

Requirements

  • 12+ years of progressive experience in contact center or customer service operations.
  • Experience driving strategy, operational optimization, and data- and technology-driven programs.
  • BA/BS degree or equivalent practical experience.
  • Strong people leadership and team management experience, including handling complex employee and talent matters.
  • Track record of upskilling team members and building a strong talent pipeline.
  • Experience translating high-level goals and strategy into concrete actions for teams.
  • Experience working in global, large-scale, fast-paced environments with ambiguity and frequent change.
  • Strong collaboration skills across cross-functional partners, including product, engineering, workforce, training, and delivery operations.
  • Excellent business partnering, influencing, and presentation skills, both written and verbal.
  • Experience designing team structures and organizational setups, with ability to design, implement, and iterate.
  • Strong analytical skills and deep understanding of data across the agent and customer journey.
  • Ability to identify priorities, allocate resources, and report on impact.
  • Ability to travel approximately 15–20% of the time and support business needs outside standard hours as required.
  • Experience in customer support or delivery operations at scale is preferred.

Benefits

  • Canada annual base pay range of $144,000 to $180,000 CAD.
  • Eligible for bonus, equity, benefits, and Employee Travel Credits.
  • Remote-eligible in Canada, with occasional office or offsite attendance as needed.
  • Airbnb provides a disability-inclusive application and interview process with reasonable accommodations available.

Interested in this position?

Apply directly on the company website

Apply Now

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