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 CS Delivery Excellence Manager to support the global Delivery function.
• This is a full time position based in Ireland.
• The Delivery Excellence Manager role is a people manager position.

They own and drive optimization initiatives within Global Delivery (design & launch of a competency framework, review of teams ways of working, …) as well as contribute to the successful operationalization of strategic CS programs within our frontline teams (operationalization of a new service line / channel, launch of product features, change in a workflow / training, ….)

They need a high level of expertise in managing operational teams, performance management, project management, and a deep understanding of customer service operations from a product, process & people standpoint.

A Typical Day:

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,
• Ensure the frontline teams voice is included at each step of the development of new services, workflows & tools demonstrating a wide & deep knowledge of people, product & process impacts on operational performance
• Support operations leaders globally in driving & managing performance working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective & scalable environment (right tool, right suite of ops metrics, right reporting, ….)

Help shape & manage the Global Delivery Operating System by coordinating key strategic initiatives

• Coordinate and lead key meetings to drive the implementation & success of the global delivery operating system
• Be a driver in fostering a strong and efficient performance management culture within our delivery team and partner sites from leadership to ambassadors
• Lead performance management & operations improvement initiatives across the delivery org
• Demonstrate strong leadership on important issues including Diversity & Belonging, Allyship, Ethics, Compliance and maintaining high standards of service to the company
• Leverage root cause analysis & deep understanding of metrics & behaviors to know what to go after & what to prioritize to achieve our overall KPIs

Design & Execute in collaboration with Delivery Leadership the evolution of our internal & partner management teams through standardization, upskilling & cross-skilling

• Create performance management playbooks, training, on-boarding plans, ….
• Help establishing career frameworks for our teams in close collaboration with Talent
• Lead management summits & engage with senior stakeholders across Delivery to drive engagement & the establishment of a high performance culture

Build and nurture an engaged & diverse team

• 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
• Keep up with day-to-day management

Your Expertise:

Your background & experience

• A minimum of 10+ years of progressive experience in operations
• 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
• Progressive

responsibilities

in an operational set up with

responsibilities

held in strategy & operations optimizations as well, involvement in data & tech driven programs a plus

• Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm rather than the exception
• BA/BS degree; an MBA or equivalent Masters is strongly preferred.
• Ability to work weekend days and on-call required

Your skills & expertise

• Exceptional leadership and team management skills (required for manager role)
• Incredibly organized and resourceful ; able to juggle and multi-task, with an attention to detail and follow through even in ambiguous situations
• Data driven approach & ability to root cause analyze at scale
• In-depth understanding of customer service operations & how agents / managers work at scale
• Constantly looking for ways to optimize and improve the status quo & how we work
• 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.

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.

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.

Ireland Annual Pay Range

€76.000 — €95.000 EUR

• 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.