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
• Back