# Gestionnaire principal·e, excellence des opérations mondiales

**Company**: Airbnb
**Location**: Canada
**Experience**: senior
**Job type**: full-time
**Salary**: $144,000 - $180,000 CAD per year
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q63327

**Apply**: https://job-boards.greenhouse.io/airbnb/jobs/8010639?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6a560bad-5d6

## Description

We are seeking a Senior Operations Excellence Manager to support our global operations function. As a Senior Operations Excellence Manager, you will be responsible for developing and implementing sustainable operational models, guiding operational evolution, and contributing to strategic initiatives across products, processes, and people.

Your expertise:

- At least 12 years of progressive experience in call centre or customer service operations, with proven experience in strategy, operations optimisation, and data-driven programs.

- A bachelor's degree in business or science, or equivalent practical experience.

- Strong leadership and team management skills, including comfort with giving and receiving feedback, and managing complex employee and talent issues.

- Experience translating global objectives and strategy into actionable steps for teams.

- Experience working in large-scale global teams in dynamic environments where ambiguity and change are the norm.

- Strong interpersonal and teamwork skills, with ability to collaborate and consult with cross-functional partner organisations.

- Excellent partnership-building, influencing, and presentation skills (written and verbal).

- Experience designing team structures and organisational configurations, with ability to design, implement, and iterate.

- Strong analytical skills and deep understanding of data throughout agent and customer journeys.

- Ability to identify key priorities, allocate resources appropriately, and report on impact.

- Ability to travel approximately 15-20% of the time; flexibility to respond to business needs outside regular working hours (as needed).

Responsibilities:

- Develop and implement sustainable operational models for operations.

- Guide operational evolution and contribute to strategic initiatives across products, processes, and people.

- Lead and manage a diverse team of operations excellence experts, individual contributors, and people managers.

- Provide operational expertise to customer support initiatives and be the voice of frontline teams.

- Build relationships with the customer service network to ensure the voice of operations is heard early on.

- Facilitate and catalyse essential community support programs.

- Define and manage the global operations system at the leadership level.

- Coordinate teams to ensure accurate reporting of results and impact on the business.

- Direct or supervise key programs and initiatives for global operations.

- Support daily operations and continually seek opportunities to streamline ways of working.

We offer:

- Competitive salary: $144,000 - $180,000 CAD per year

- Bonus, equity, benefits, and Employee Travel Credits

## Skills

### Required
- operations management
- strategic planning
- team leadership
- data analysis
- communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/airbnb/jobs/8010639?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)