Delivery Excellence Manager

The role

The Delivery Excellence Manager will support the global Delivery function by driving optimization initiatives and operationalizing strategic CS programs. This people manager role involves managing operational teams, performance management, and project management within customer service operations.

What you will do

• Influence upstream service and product design to enable effective operationalization
• Ensure frontline teams voice is included in the development of new services, workflows and tools
• Support operations leaders globally in driving and managing performance
• Coordinate and lead key meetings to drive the implementation of the global delivery operating system
• Lead performance management and operations improvement initiatives
• Create performance management playbooks, training, and onboarding plans
• Help establish career frameworks in collaboration with Talent
• Lead management summits and engage with senior stakeholders
• Own and manage end-to-end people strategy and operations including hiring, onboarding, and talent development
• Manage day-to-day management of the team

Required qualifications

• A minimum of 10+ years of progressive experience in operations
• Experience translating big picture goals and strategy into implementable actions
• Ability to adapt communication to frontline teams or executive leadership
• Progressive responsibilities in an operational set up with strategy and operations optimizations
• Worked in global teams at scale in fast paced environments
• BA/BS degree
• Ability to work weekend days and on-call required
• Exceptional leadership and team management skills
• Incredibly organized and resourceful
• Data driven approach and ability to root cause analyze at scale
• In-depth understanding of customer service operations
• Excellent communication skills

Nice to have

• involvement in data & tech driven programs

Benefits

• bonus
• equity
• benefits
• Employee Travel Credits

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.