Senior Manager, Global Delivery Excellence

The Community You Will Join:

Airbnb is seeking a Global Delivery Excellence, Sr Manager, to support the global Delivery function. This is a full time position based in US or Canada. As a Senior Manager, Global Delivery Excellence, you will be responsible for developing & driving sustainable operating models for Delivery, guiding the evolution of Delivery, and highly contributing or effectively owning various strategic initiatives that span across product, process and people.

The Difference You Will Make:

Over the course of a progressing career, you have developed a large set of skills that enable you to assess & understand operations set up from a technical, a process improvement & a performance management standpoint. You are comfortable with simplifying complex notions, driving critical outcomes & operationalizing at scale. You can collaborate effectively across multiple stakeholders, including senior leaders, and have a passion to make the frontline voice heard & accounted for in everything we do.

A Typical Day:

Build and nurture an engaged & diverse team of Delivery Excellent experts, high performing ICs & People Managers:

• Own and manage end-to-end people strategy and operations. This includes hiring, driving onboarding, talent development, and people engagement/wellness/morale


• Enable team and individual professional success through supporting and challenging your team to meet and exceed expectations

Bring operational expertise to Customer Support initiatives & be the voice of the frontline teams:

• Influence upstream service & product design to enable an effective operationalization as well as efficient & successful operations


• Build relationships & connections with the broader CS network to be able to bring the delivery voice at the table as early as possible


• Be a facilitator & an enabler whose objective is to ensure the smooth & successful operationalization of critical CS programs


• Keep track of all those initiatives across your teams and within Delivery as a whole and report back in an effective & streamlined manner to Delivery leadership


• Ensure a proper collaboration & effective launch of strategic initiatives working closely with operations teams managing partners & internal teams across the network

Define & manage the Global Delivery Operating System at a leadership level

• Define & run key forums for our leadership teams - staff meeting, Delivery priorities forum, potential leadership gatherings


• Responsible for understanding what is happening across CS & how / when this will impact our delivery teams; be the connector for our leadership team including our Sr Director


• Coordinate across our teams to ensure we properly report on our business results & impacts, collaborating cross-functionally with key teams across CS (BizOps, CSA)

Lead or oversee key programs & initiatives for Global Delivery

• Define & drive an optimization roadmap for our teams, helping structure & scale ways of working


• Collaborate & evolve the strategic alignment /engagement model with Global Ops delivery teams

Support day to day operation

• Ensure our teams properly support internal operations with day to day subject matter expertise & completion of various supporting tasks


• Drive consistency & scalability in how we run our internal operations constantly looking for opportunities to streamline the way we work

Your Expertise:

• 12+ years of progressive experience in contact center or customer service operations, with a 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 skills, including comfort with giving and receiving feedback, handling complex employee and talent matters, and a track record of upskilling team members and building a strong talent pipeline


• Experience translating big picture goals and strategy into implementable and concrete actions for your teams


• Experience working in global teams at scale in fast-paced environments where ambiguity & change are the norm


• Strong interpersonal and teamwork skills – ability to work collaboratively & consultatively across cross-functional partner organizations (from product and engineering to workforce, training, and delivery operations)


• Excellent business partnering, influencing, and presentation skills (written & verbal)


• Experience designing team structures & organizational setup, with the ability to design, implement & iterate


• Strong analytical skills & deep understanding of data across the entire agent & customer journey


• Ability to identify key priorities, allocate resources appropriately, and report back on impact


• Ability to travel approximately 15–20% of the time; flexibility to support business needs outside standard hours 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, Alberta, 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.