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Senior Manager, Global Delivery Excellence

6 hours, 26 minutes ago
United States, Canada
Full-time
Lead
Program Manager
Project and Program Management
Apply Now
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
View All Jobs 132

Description

  • Develop and drive sustainable operating models for the global Delivery function.
  • Own and manage end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale.
  • Build and nurture a high-performing, diverse team of individual contributors and people managers.
  • Influence upstream service and product design to support effective operationalization and scalable delivery.
  • Serve as the frontline voice by building relationships across the customer support network and bringing delivery input in early.
  • Facilitate the smooth launch and operationalization of critical customer support programs.
  • Track initiatives across Delivery teams and report progress and impact to leadership.
  • Define and run leadership forums such as staff meetings, priority forums, and leadership gatherings.
  • Coordinate business reporting and cross-functional collaboration with teams such as BizOps and CSA.
  • Lead or oversee optimization roadmaps and strategic alignment with global operations delivery teams.
  • Support day-to-day internal operations by providing subject matter expertise and streamlining how work is run.

Requirements

  • 12+ years of progressive experience in contact center or customer service operations.
  • Track record of 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.
  • Experience translating high-level strategy into concrete actions for teams.
  • Experience working in global teams at scale in fast-paced, ambiguous, and changing environments.
  • Strong collaboration and consultative skills across 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 the ability to design, implement, and iterate.
  • Strong analytical skills and 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.
  • Experience upskilling team members and building a strong talent pipeline (preferred/embedded in leadership expectations).

Benefits

  • Base pay range of $176,000 to $220,000 USD.
  • Eligible for bonus compensation.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Remote-eligible role based in the US, with occasional office or offsite attendance.
  • Disability-inclusive application and interview process with reasonable accommodation support.

Interested in this position?

Apply directly on the company website

Apply Now

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