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 new 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.
Remote Delivery Excellence Manager at Airbnb in Ottawa employer: airbnb, Inc.
Airbnb is an exceptional employer that fosters a culture of innovation and inclusivity, making it an ideal place for the Principal Director of Quality, Volume Levels role. With a commitment to employee growth, you will have access to diverse training opportunities and the chance to lead a global team, all while working in a dynamic environment that values collaboration and creativity. Located in Canada, you will benefit from a supportive work-life balance and the opportunity to contribute to a mission-driven company that prioritizes quality and community engagement.
