Shape the future of community support as a Delivery Excellence Manager at Airbnb, leading a team remotely in Canada East. Drive operations, enhance guest experiences, and implement structured workflows in this current role. As a Delivery Excellence Manager, you will mentor a diverse team of Team Specialists located across Canada and EMEA.
Your expertise will ensure efficient management of customer service operations, project initiatives, and data insights. Strong people management, AI tool fluency, and change management skills are essential as you transition the team to a more formalized regional structure. Key Responsibilities:
- Manage and develop a high-performing team of specialists
- Oversee daily operations and scheduling for expert consults
- Drive performance insights to enhance team effectiveness
- Identify and implement process improvements and efficiencies
- Coach team members on structured project management Requirements:
- 8+ years in customer service operations management
- Proven experience in change management
- Strong background in hospitality and premium support
- BA/BS degree required; MBA preferred
- Effective communication skills for various stakeholders Lead a talented team to elevate service excellence across Airbnb’s global community.