[Hiring] Delivery Excellence Manager @Airbnb

Role Description

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
• 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.

A typical day includes:

• Leading the team's subject matter expertise (SME) work as the frontline for Premium Support.
• Building and nurturing an engaged, diverse team of seven to eight Team Specialists across Canada and EMEA.
• Coaching and upleveling Team Specialists, supporting and challenging them to meet and exceed expectations.
• Mentoring Team Specialists into larger project management initiatives.
• Identifying and implementing workflow improvements, maintaining and improving Slack-based processes.
• Running the team's operations and administration work in partnership with Workforce Planning.
• Overseeing scheduling and managing the scheduling inbox.
• Setting and tracking targets for the quality, volume, and turnaround of consult output.
• Building a systematic, capacity-based approach to work intake and distribution.
• Driving projects that scale operations and bring performance insights to Premium Support leaders.
• Leading and coaching Team Specialists to run fully structured projects.
• Driving automation and scaling initiatives, including AI-enabled tools.
• Bringing performance insights from consult and admin work to Premium Support managers and leaders.
• Owning and managing end-to-end people strategy and operations.
• Leading the team through change as it moves to more formal, regionalized systems and processes.
• Flexing your schedule to overlap with team members in EMEA when needed.

Qualifications

• 8+ years of progressive experience in contact center or customer service operations.
• Direct people management experience, including coaching and performance management.
• BA/BS degree required; MBA or equivalent Master’s degree strongly preferred.
• Background in customer service operations with an in-depth understanding of effective operations.
• Hospitality or premium tier support knowledge.
• AI fluency: active use of AI tools in day-to-day work.
• Change management skills.
• Ability to translate big picture goals into implementable actions.
• Excellent communication skills for collaborating with stakeholders.
• Ability to formalize documents and presentations for various audiences.
• Strong work ethic, proactive, and exhibits professionalism.
• Cultural competency and commitment to diversity and inclusion.
• Ability to work weekend days and on-call required.

Requirements

• Structured project management (PMO) experience.
• Experience with Airtable or similar tools.
• Familiarity with NICE or similar workforce management tools.
• Experience working with EMEA teams or managing across time zones.

Benefits

• Base pay range: $94,000 — $117,000 CAD.
• Potential eligibility for bonus, equity, benefits, and Employee Travel Credits.

Company Description

Airbnb was born in 2007 and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals globally. Every day, hosts offer unique stays and experiences that allow guests to connect with communities in a more authentic way.