Delivery Excellence Manager

• Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.
• Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

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.

How We'll Take Care of You:

• Our job titles may span more than one career level.
• The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
• The base pay range shown below is annualized, is subject to change and may be modified in the future.
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Canada Annual Pay Range

$94,000 — $117,000 CAD

• A few things that will always be true for Airbnb's hiring process: our open roles are posted on Airbnb's Career's Page at careers.airbnb.com, and our recruiters correspond only from @ airbnb.com or @ ext.airbnb.com email addresses.
• Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing.
• We'll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process.
• We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.