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Delivery Excellence Manager
Contract type
Ongoing
Work mode
Remote · Ireland
Experience
Lead / principal · 10+ years
Job description
A people-manager role in Airbnb's global Customer Support Delivery function, based in Ireland, owning optimization initiatives and the operationalization of strategic CS programs in frontline teams.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Ireland
- Pay
- EUR 76,000 – 95,000 / year
What you'll do
- Bring operational expertise to Customer Support initiatives and be the voice of the frontline teams
- Influence upstream service & product design to enable effective operationalization and efficient, successful operations
- Ensure the frontline teams voice is included at each step of the development of new services, workflows & tools
- Support operations leaders globally in driving & managing performance, working closely with key CS stakeholders (CSA, analytics, data BI, Product)
- 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
- Foster a strong and efficient performance management culture within the 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
- Leverage root cause analysis & deep understanding of metrics & behaviors to prioritize toward overall KPIs
- Design & execute, in collaboration with Delivery Leadership, the evolution of internal & partner management teams through standardization, upskilling & cross-skilling
- Create performance management playbooks, training, on-boarding plans
- Help establish career frameworks for teams in close collaboration with Talent
- Lead management summits & engage with senior stakeholders across Delivery to drive engagement & a high performance culture
- Own and manage end-to-end people strategy and operations, including hiring, onboarding, talent development, and people engagement/wellness/morale
- Enable team and individual professional success through supporting and challenging the team to meet and exceed expectations
- Keep up with day-to-day management
What we're looking for
- A minimum of 10+ years of progressive experience in operations
- Experience translating big picture goals and strategy into implementable and concrete actions for teams
- Ability to speak the language of various stakeholders (from engineers to product to process improvement to analytics) and adapt communication to frontline teams or executive leadership
- Progressive responsibilities in an operational set up, with responsibilities held in strategy & operations optimizations
- Has worked in global teams at scale in fast paced environments where ambiguity & changes are the norm
- BA/BS degree
- Ability to work weekend days and on-call required
- Exceptional leadership and team management skills
- Incredibly organized and resourceful; able to juggle and multi-task with 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 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
Nice to have
- Involvement in data & tech driven programs a plus
- An MBA or equivalent Masters is strongly preferred
Your team
Global Delivery (Customer Support)
The global Delivery function within Customer Support, including frontline teams and partner sites.
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
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.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Diversity & Belonging
- Allyship
- Ethics
- Compliance